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

Assertiveness is often seen as a cornerstone of effective communication and customer service. However, when your assertiveness isn't fostering the strong customer relationships you're aiming for, it's time to reassess your approach. Balancing assertiveness with empathy and active listening can be challenging, but it's essential for customer retention. This article will explore strategies to refine your assertiveness in a way that builds, rather than undermines, customer relationships.

1 Reflect First

When you notice that your assertiveness isn't yielding the desired results, start by reflecting on your communication style. Consider whether you're truly listening to your customers or if you're more focused on getting your message across. Sometimes, what you perceive as assertiveness can come off as aggressiveness to others. Take a step back and evaluate the feedback you've received from customers. Are there common themes in their responses that suggest you need to soften your approach? Reflecting on these insights can help you adjust your communication to be more effective.

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Natanael Freitas

Top LinkedIn Customer Retention Voice | Especialista E-commerce na Omie | Customer Success | CX | ERP | SaaS | Analista BI | Consultoria | Mentoria
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Excelente. Destaco a importância vital de entender a raiz dos problemas de comunicação não assertiva. Ao conduzir descobertas e utilizar ferramentas como o 5W2H, podemos identificar as causas subjacentes. Este processo nos permite não apenas compreender o que está sendo comunicado e por que a assertividade falha, mas também determinar onde e quando esses problemas surgem, quem está envolvido, como a comunicação é conduzida e os custos associados. Investir tempo nesse processo de descoberta nos capacita a desenvolver soluções direcionadas e estratégias eficazes para melhorar a comunicação.

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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.

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Natanael Freitas

Top LinkedIn Customer Retention Voice | Especialista E-commerce na Omie | Customer Success | CX | ERP | SaaS | Analista BI | Consultoria | Mentoria
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Concordo. Destaco compreender e compartilhar seus sentimentos pois estabelece conexões genuínas, facilitando uma comunicação eficaz. Através da CNV e da inteligência emocional, expressamos empatia autêntica, reconhecendo seus sentimentos e trabalhando juntos para soluções que atendam às suas necessidades, promovendo interações positivas e fidelização.

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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.

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4 Adjust Tactics

If you're facing resistance with your current assertive approach, it might be time to adjust your tactics. Consider using softer language, or incorporating phrases that invite collaboration like "Let's see how we can solve this together." Sometimes, all it takes is a slight change in wording to transform a confrontational situation into a cooperative one. Remember, the goal is to achieve a mutually beneficial outcome, and adjusting your tactics can help align both parties towards this common goal.

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Natanael Freitas

Top LinkedIn Customer Retention Voice | Especialista E-commerce na Omie | Customer Success | CX | ERP | SaaS | Analista BI | Consultoria | Mentoria
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Excelente! Sugiro uma análise de cohort para avaliar a eficácia das mudanças na comunicação. Identificar a safra em que ocorreram os ajustes na abordagem assertiva e comparar os resultados antes e depois dessa alteração pode fornecer insights valiosos. Isso nos permitirá entender melhor como as mudanças na linguagem afetaram a resposta dos clientes e se houve um aumento na cooperação e no alcance de resultados mutuamente benéficos. Além disso, ao analisar os dados por cohort, podemos identificar padrões específicos de comportamento e preferências dos clientes, informando futuras estratégias de comunicação de forma mais precisa e direcionada.

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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.

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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.

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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?

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

1

2

3

4

5

6

7

1 Reflect First

2 Empathy Matters

3 Active Listening

4 Adjust Tactics

5 Balance Assertiveness

6 Seek Feedback

7 Here’s what else to consider

Customer Retention

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

1

2

3

4

5

6

7

1 Reflect First

2 Empathy Matters

3 Active Listening

4 Adjust Tactics

5 Balance Assertiveness

6 Seek Feedback

7 Here’s what else to consider

Customer Retention

Rate this article

Thanks for your feedback

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