|It's a tough job but somebody's gotta do it.|
Common sense is actually not so common, which is why it’s becoming even more important every day. Always remember to think before you act. And when you’re sure of what you want to say, assert yourself. Speak from the heart and you won’t have to worry about being aggressive (instead of assertive).
We have two ears and one mouth which means we should be doing twice the listening and less the talking. This is the only way you can find out the customer’s needs and answer them. Respect the customer’s concerns and don’t be afraid to ask. Asking means showing interest. Almost everyone likes to be heard.
There are those who are passive and simply want to do the least while there are those who are active and want to initiate changes in their life. Be active and initiate a way to resolve conflicts with the customer. It starts with looking at the big picture. You’re not working for yourself; you’re part of an institution that services thousands of people each day. Your effort is an important contribution to the group.
At the end of the day it's all about finding common ground with the customer. You may disagree with each other on a lot of things but there has to be something the two of you have in common. After all, you're both human beings. Find common ground and use it to get the client to start agreeing with you.