Excellence in Front Office management
Continued from yesterday
Admit your mistakes
It is always advisable to admit your mistake if you are wrong.
Mistakes should be admitted quickly and openly before they cause
friction. It is always wiser to listen to self-criticism than to hear
condemnation from others.
Feel sorry: say sorry
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The front office |
Many a delicate and embarrassing situation can be avoided by the use
of the simple word, 'Sorry'. If you step on someone's toes by mistake or
unconsciously hurt someone's feelings and sentiments, a genuine
expression of regret over your action can ease the situation. It is
better to turn around and say 'sorry' instead of trying to justify or
explain situations and argue the case.
Arguments - avoid them
The best way to handle an argument is to avoid it. If there is one,
let the customer save his face. Do not let your customer down. Don't
argue with your customers, and tell them that they are wrong. When you
argue, you become angry. A gentle, friendly and understanding approach
is the only way to please the customer.
The temptation to contradict outright and tell people that they are
wrong is too great. This usually leads to unnecessary and fruitless
arguments. It is much better to understand the customer's point of view
and find areas of agreement.
Tame your anger
Anger is a very powerful emotion and generator of negative energy.
Angry people cause hurt and get hurt. Keep cool. All of us not only have
heads, but brains as well. Therefore, when confronted with friction, it
is wise not to react impulsively but to use our brains and tackle the
situation in an atmosphere of calmness.
A furious display of uncontrolled feelings can cause serious damage.
Anger is an acid that can do more harm.
Choose your words carefully
Be tactful. Tact consists of choosing one's words carefully and
appreciating how far to go. It also means choosing what to say and what
to leave unsaid. Talent without tact may not always be desirable. Words
reflect attitude. Words can hurt feelings and destroy relationships.
More people have been hurt by an improper choice of words than by any
other factor. Choose what you say rather than say what you choose.
Over talking does not mean communication. Talk less; say more.
Be grateful but do not expect gratitude
Gratitude is a feeling. It improves our personality and builds
character. Gratitude develops out of humility. It is a feeling of
thankfulness toward other. It is conveyed through our attitude towards
others and reflects in our behaviour.
Gratitude does not mean reciprocating good deeds because gratitude
does not mean reciprocating good because gratitude is not give and take.
A good deed cannot be repaid by a counter act.
Things such as kindness, understanding, and patience cannot be
repaid. What does gratitude teach us? It really teaches us the art of
cooperation and understanding. Gratitude must be sincere. A simple
'thank you' can be gracious.
Gratitude would rank among the top qualities that form the character
and personality of front line personnel. Ego stands in the way of
showing gratitude. A gracious attitude changes our outlook in life. With
gratitude and humility, right actions come naturally.
Your success
Your success largely depends on your skills and ability to deal with
people. The most important single factor for success is - 'Good Human
Relations'. Few of you are endowed with certain inborn qualities of
human relations. |
