What do you do if your assertiveness is not helping in building strong customer relationships?

2 Empathy Matters

Empathy is a powerful tool in customer interactions. It involves understanding and sharing the feelings of another person, which can significantly enhance your customer relationships. If your assertiveness is not working, try to put yourself in your customers' shoes. What are their concerns and how might they be feeling? By showing that you care about their perspective, you can create a more trusting and positive interaction. Empathy doesn't mean you have to agree with everything the customer says, but it does require you to acknowledge their feelings and work towards a solution that addresses their needs.

3 Active Listening

Active listening is a skill that requires full concentration on what the other person is saying, understanding their message, and responding thoughtfully. If assertiveness is hindering your customer relationships, ensure you're practicing active listening. This means giving customers your undivided attention, asking clarifying questions, and rephrasing their points to show understanding. When customers feel heard, they're more likely to respond positively to your assertiveness because they can see it's grounded in a genuine desire to help.

5 Balance Assertiveness

Striking the right balance between assertiveness and other communication skills is crucial. While assertiveness helps you communicate your point clearly and maintain boundaries, it should not overshadow kindness and respect. You might need to dial back the assertiveness at times to ensure that the conversation remains constructive. Balancing assertiveness with patience and understanding can lead to better outcomes and stronger customer relationships.

6 Seek Feedback

Lastly, seeking feedback directly from your customers about your communication style can provide invaluable insights. Ask them how they feel during interactions with you and what you could do to improve the experience. This not only shows that you value their opinion but also gives you concrete information to work with. Use this feedback to refine your approach, making sure that your assertiveness is always in service of building stronger customer relationships.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?