Que faites-vous si les clients ne répondent pas à votre affirmation de soi ?

Adjust Tone: Soften your communication style to be more empathetic and less forceful. Reassess Approach: Evaluate whether your level of assertiveness may be perceived as aggressive or off-putting. Seek Feedback: Ask for direct feedback from customers or colleagues on how you could communicate more effectively. Adapt Strategy: Try different communication techniques to see what resonates better with your audience. Professional Development: Engage in training or workshops to improve your interpersonal and communication skills.

Consider pausing to reflect on the situation before attributing lack of customer response solely to your assertiveness. External factors, such as product/service issues or personal challenges, could be influencing their behavior. Adjusting your approach to address these underlying issues rather than persisting with assertiveness might yield better results.

Listening serves a greater purpose than just gathering information, it is also paves the way for you to build relationships and be more influential. Customers don’t just want to be heard, they want to be understood. This is why listening with empathy is important. Empathetic listening builds trust. We can do this by: - genuinely caring and paying attention - paraphrasing information back to the customer and empathising with emotions that are conveyed - keeping the conversation customer-centric and asking them open-ended questions to let them tell their story

Active listening is vital when facing unresponsive customers. It goes beyond merely hearing their words. It entails grasping their viewpoint and emotions. By offering your undivided attention and demonstrating empathy, you can often unveil the underlying reasons for their silence. This understanding empowers you to adapt your approach and potentially address any obstacles impeding communication.

Consider adjusting your tone and demeanor to be more empathetic and collaborative rather than assertive. Use language that is respectful and non-confrontational to avoid escalating the situation.

Instead of being assertive, focus on offering solutions and alternatives to address the customer's needs or concerns. Collaborate with the customer to find a mutually beneficial resolution.

I believe that a personalized approach to each customer is essential to improving the situation. It is also important to be prepared for the situation, know the history, the services contracted and the current pain. It is important to maintain a positive relationship for a long time, not just when there are problems, this will help when deviations occur.