It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time.

As I stooped down to tie her shoelaces, I immediately realized why she was becoming so irritable. She could not adequately see the toys that were displayed on the shelf above her head. At this point, I decided to pick her up and to continue shopping with her in my arms. The pleasant change in her behavior was quite apparent and welcomed.

Stefanie's experience taught me two lessons that I am passing on to you today:

* In dealing with children, with customers, and with people in general who may be from different cultures, we do them and ourselves a great service when we take the time to see their uniques situation from their very special viewpoint.

* Developing an emphatic attitude means listening, really listening, to what they are say. (I'm not referring to the superficial listening we are so prone to do by mouthing words to someone while our eyes and ears are glues to the TV. I'm referring to emphatic listening: listening with our eyes.) They might just happen to be our neighbors, friends, customers, co-workers, or employees are saying. And it means trying to feel as they feel. It's like the song says, "Walk a mile in my shoes."

To help you get into their frame of mind, imagine yourself in their limited experience and highly dependent situation. This will enormously increase your satisfaction and enjoyment of living and, at the same time, make you much more attractive to others as they recognize your sincere attempts to understand them and help them with meaningful solutions.

We all need strong egos to cope successfully with our world, but we need empathy, too. If we want to be successful in business as we are in life, then we must get into the other person's shoes and see the world from where he is standing.

Remember: When you maximize your potential, everyone wins. When you don't, we all lose.

© Etienne A. Gibbs, MSW

PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify us at execandgroup-consulting@yahoo.com when you use this article.

Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts seminars, lectures, and writes articles on his theme: ... helping you maximize your potential. He offers management, marketing, and parenting resources at his Maximizing Your Potential blog.

In The News:

---

NewsOK.com
Microsoft to deploy customer-service representatives at US stores
Xinhua, China - Sep 5, 2008
These Gurus would not be paid on commission, and instead would be measured by customer satisfaction and their "ability to translate the technology to a ...
Microsoft deploying in-store customer-service reps The Associated Press
Microsoft deploying in-store customer-service reps KNDO/KNDU
Microsoft To Deploy In-Store Service Reps Twice
all 156 news articles

STORM UPDATE: Cleco to open customer service offices today in ...
Alexandria Town Talk, LA - 3 hours ago
Cleco will open its customer service offices in Pineville and Bunkie from 10 am to 5 pm today to keep customers informed of power restoration efforts in ...
STORM UPDATE: Cleco opens its customer service offices in Bunkie ... Alexandria Town Talk
Outposts available to help deal with Gustav problems Alexandria Town Talk
all 5 news articles

Ottawa Citizen
Golden service
Ottawa Citizen,  Canada - Sep 6, 2008
This week, the firm was crowned by the influential global polling agency, JD Powers, for delivering the best customer satisfaction. "Customer service is a ...

Vero Beach power bills go unpaid to tune of about $2 million
TCPalm, FL - Sep 5, 2008
•32 business days: Customer is subject to disconnection without further notice. •34 days: Customer service personnel make a courtesy call warning customers ...
Referendum on new Vero Beach utility authority unlikely this year Vero Beach Press-Journal (subscription)
Editorial: Give more power to the people in Indian River County TCPalm
all 4 news articles

SBA Deputy Director Tours Buffalo Disaster Assistance Customer ...
MarketWatch - Sep 4, 2008
"SBA is the lead agency when it comes to long-term disaster recovery, and the Buffalo Customer Service Center is our frontline. ...

Six-Month Customer Service Quest a Matter of Principle
CRM Buyer - Sep 6, 2008
Imagine the worst bureaucratic nightmare you've ever endured -- a customer service rep that speaks robot, hours spent on the phone trying to fix the cable, ...

Jitterbug(R) Announces New Roadside Service for Enhanced ...
MarketWatch - Sep 4, 2008
Jitterbug's mission has always been to offer its customers simplicity, personalization and a superior level of customer service. With its existing 24/7 live ...

Lucy's Legacy Customer Service Representative (Full and Part Time ...
Seattle Post Intelligencer - Sep 4, 2008
Pacific Science Center is looking for Customer Service Representatives for our new big exhibit: Lucy's Legacy: The Hidden Treasures of Ethiopia, ...

Break the Rules to Win in Customer Service
Destination CRM, NY - Sep 5, 2008
It is also important to integrate the customer service management system with back-office data systems that house customer value information. ...

Customer Service Rep., Child Care Parent Counselor
Seattle Times, United States - Sep 3, 2008
Customer Service Rep., Child Care Parent Counselor for Child Care Resources, a not for profit agency. Provides referrals and assistance over the phone to ...
Mutual funds The Wenatchee World Online
all 2 news articles

customer service - Google News