Remember, 90% of satisfying customer is making customer feel like you are listening to them. The use of and says to customer I am listening to your input.

Lets apply this to above scenario:

Customer: “Why don’t you just do it this way, and it will take care of situation.”

Customer Service Person: “I understand what you are saying, and we can to do it this way.”

As you can see it is a more positive response to customer’s feedback. Instead of customer being on opposite side of your solution by using word and you create a bridge for customer to cross to consider your solutions. Bottom line, your customer is more likely to quickly accept your solutions.

So, if possible, record yourself in a conversation so that you can see where you are using but. Then work at substituting and in place of but. It may feel a little awkward at first. However, more you use and smoother it will sound and you will see immediate results. The benefits are less stress for you, positive customer service situations, and happier customers. Remember, leave your buts behind and you, too, will provide great customer service.

So if you find yourself in this position, with no formal company training laid on, you must take your own training in hand yourself. Take advantage of what advice and guidance you can lay your hands on. If experience is not available within your company you must seek it elsewhere – from conversations with other businessmen, at seminars, and from mentoring and coaching available from specialist organisations. Take advantage of books, self study courses, and wealth of opportunity for learning that exists on internet.

The internet is rich with possibilities to improve your knowledge and skills. This is true of so-called people skills just as much as for more technical subjects. You will need to practice your skills with real people in real life, of course, but there are many good interactive training programs available with built-in coaching and feedback on a personal basis from real experts.

You must look after your personal skills training. You must do it. You must do it for your own sake if not for sake of company. You cannot afford to be left behind. Who knows future of company? You may be old friends of owner, but what if he sells business? Could you compete in a new environment being swept clean by new brooms? You may hold a senior role under current regime, but would you be an overpriced anachronism under new? You may have a long practical experience, but will that be valued in a new qualification oriented environment if you can’t speak language or don’t know specialist terms?

So if your management skills leave something to be desired or if your leadership skills are in need of a boost, don’t wait for others to point it out. Take lead. Manage your own life. Take charge of yourself and do something about it. Now.