Here's how you can develop assertiveness skills as an After-Sales professional.

I always try to put myself in the shoes of the client and empathize and understand their needs throughout the sale of a motor vehicle because it is typically the second biggest purchase next to buying a home and in my mind a home is easier because it appreciates in value and a vehicle is a depreciating asset and it is the more important purchase out of the two. So there is some coaching that is needed to meet their needs and allow them the comfort to pursue the purchase that best meets their families needs and fits their families budget.

- Active listening and empathy to uncover the emotional core of customer concerns. - Pinpoint expectations to go beyond fixing problems and understand desired outcomes. - Assert your expertise with genuine care for customer needs.

Listening to the client and acknowledging their concerns is one thing. Always offer a solution after you do your research. Regardless of right or wrong. Who’s at fault. Never put the blame on the customer or accept fault for your teammate. Sometimes the final decision is not what the guest wants to hear. Be genuine, transparent, and realistic with what can be done and what will be done. CSI is the cost of doing business. We can’t make everyone happy. We can all try.

Practice active listening skills. Pay close attention to customer concerns, acknowledge their feelings and paraphrase their needs to ensure understanding.

It’s easy to be the person that can talk a lot and offer solutions on a high level that don’t always get the job done and then leave. One of the most effective approaches to help build trust and confidence with your client is to take the time to listen and understand their point of view on something. The more you listen and engage with them, the better and more accurate your solutions can be.

- Explain solutions and limitations clearly. - Set boundaries with care and explain "no" professionally, maintaining trust. - Clear communication builds trust and respect.

Clear and precise communication must be done on paper. People hear what they want. But if they see what was said. They can translate it in their own words. But it all ends up the same. Document exactly what you want to say to every channel in your shop. Always ask questions if you interpret the words differently. Always be on the same page and always over communicate.

Develop clear and concise communication skills. Speak with confidence, maintain eye contact and articulate your points effectively.

In a more specific way, I have always found it important to revisit expectations and compare them against the issue or solution at hand. This will help bring both parties to the same understanding of what has been done and why, and it is always important to understand when to balance responsibility against expectations.

Body language is the most important factor in any business or sport. Sitting up tall helps with over posture but also confidence. Eye contact when speaking shows respect, truth, and acknowledgment. Saying hello (5-10 rule) to every guest redefines a welcoming attitude and good culture. No matter where you are or where you sit. Always be attentive and know your surroundings. Smiling while answering the phone will translate the happiness through the other side of the phone.

- Maintain eye contact, good posture, and open gestures. - Convey control and professionalism through body language. - Confidence shouldn't be intimidating.

One thing I have found helpful is always have a smile along with a positive greeting and good posture. Shake hands upon greeting and set the tone in a positive manner for good communication.

Maintain positive body language that conveys confidence and professionalism. Sit up straight, maintain an open posture and avoid fidgeting.

Challenge negative self-talk and replace it with positive affirmations. Believe in your ability to handle situations assertively and effectively.

- Shift conversations from problems to "what can we do?" - A proactive and solution-oriented approach builds trust. - Assertiveness with positivity leads to mutual satisfaction.

Let’s use words to help the situation and deescalate the situation. I can help you. Let me research this. We can come to a solution together. Think before speaking. Acknowledge the problem and tackle it. Thank the client for bringing this situation forward to us you. Never stray away from the problem. It will not go away. Tackle it head on.

- Manage expectations by clearly communicating what you can and can't deliver. - Respectful "No" through decline requests professionally, and explaining limitations. - Keep professional relationships with clear boundaries build trust and prevent misunderstandings.

Learn to set healthy boundaries with customers. Be polite but firm when declining unreasonable requests or explaining limitations.

- Hone your assertiveness in every interaction with calls, claims, and negotiations. - Regular practice builds confidence and refines your approach. - Assertiveness leads to successful customer service outcomes.

Engage in role-playing exercises with colleagues to practice assertive communication techniques in simulated scenarios. Reflect on your interactions and identify areas where you can improve your assertiveness. Seek feedback from trusted colleagues or mentors.

One thing I’ve found helpful when dealing with issues after the sale is to allow the customer to express themselves, ever person reading this is a consumer as well and we all have expectations (exaggerated or within reason), give the customer time when done to consider the options they see would be a remedy, while you come up with what is beneficial to both parties. Tell the customer to think about what they would like, you will do the same, and call them back in 15 minutes, call them in 10 minutes, you will find that majority of the customers that were unreasonable 10 minutes ago, have had chance to consider that you’re willing to help after empathizing their concerns. It’s much easier to come to a solution with cooler heads.