What is Assertive but Not Aggressive with Customer Support?
Assertive but not aggressive is a style of communication that allows a customer support representative to remain confident in their conviction while still being sensitive to the needs of their customers. This form of communication requires patience, empathy, and respect for the customer throughout the interaction.
How Is Assertive but Not Aggressive Used with Customer Support?
Customer support representatives use assertive but not aggressive communication to remain firm about rules or policies when necessary, but to also show compassion and understanding. This type of communication avoids harsh words or dismissive statements, instead focusing on finding a resolution that benefits both the customer and the company. For example, a customer support representative may need to remain firm about a rule or policy but could express this in a compassionate voice or by simply phrasing the rule differently in order to ease any tension.
Why Is Assertive but Not Aggressive Useful within Customer Support?
Being assertive but not aggressive is beneficial in customer support because it allows customer support representatives to remain firm in their decisions while still showing the customer respect and understanding. This can help to create a positive experience for the customer, as they are more likely to feel valued and appreciated, which may lead to higher customer satisfaction and better relationships.
How Can Assertive but Not Aggressive Skills Be Improved?
Improving assertive but not aggressive skills can be done through practice and training. For example, customer support personnel can practice identifying and responding to different customer needs and concerns in an appropriate way. This practice will help them become more confident and proficient in interacting with customers in a professional manner. Additionally, customer support representatives should always be aware of their tone and body language, as this can make a big difference in the customer interaction.
Examples and Use Cases
For example, a customer may be upset about a delayed shipment, and a customer support representative can remain assertive but not aggressive by remaining confident in the company’s policy, but also expressing understanding of the customer’s feelings and concerns. The representative can offer alternatives and apologies to show the customer they are heard and their needs are taken into consideration, while also not giving in to any unreasonable requests.
In another example, a customer may be asking for a product to be returned without a receipt. Remaining assertive but not aggressive in this situation means a customer support representative may remain firm about the policy but also try to offer a complimentary gift or other form of compensation to show the customer the company is valued and appreciated.
Overall, being assertive but not aggressive with customer support allows customer support representatives to remain professional and calm while still showing the customer respect and understanding. This type of communication can improve customer satisfaction, as well as developing and maintaining relationships with customers. With practice and training, customer support representatives can better learn how to effectively utilize assertive but not aggressive communication to create positive experiences with customers.