Emotional Intelligence Skills Chapter : 3 My Financial Career by Stephen Leacock Soft Skills at Workplace

 

Soft Skills at Workplace

1.      Hurting a customer, Means hurting your business and your career.

The statement "Hurting a customer means hurting your business and your career" is a general principle of good customer service and is not explicitly referenced in Stephen Leacock's humorous story, "My Financial Career." In the story, the narrator's anxiety and fear of banks lead to a comical series of events at the bank, but there is no direct interaction with customers.

 

However, the underlying message of the statement applies universally. In any business or career, customer satisfaction is paramount. If customers are not treated well or feel hurt in any way, it can have negative consequences for the business, including loss of revenue, damage to reputation, and potential legal issues. Additionally, employees who fail to provide good customer service may harm their own careers, as employers often value individuals who excel in customer relations.

 

In the context of "My Financial Career," the narrator's bumbling and nervous behavior in the bank could be seen as an example of how not understanding or addressing customer needs can lead to a poor customer experience, which, in turn, can have detrimental effects on both the bank's business and the narrator's career.

2.      How will you deal with difficult customers or clients?

 

In "My Financial Career" by Stephen Leacock, the narrator's encounter with the bank manager is an example of a potentially difficult customer interaction. While the story is humorous and exaggerated, it can offer some insights into how to handle difficult customers or clients in a real-world context. Here are some strategies:

 

·         Stay Calm and Patient: When faced with a difficult customer, it's essential to remain calm and patient, just as the bank manager does in the story. Avoid reacting emotionally or defensively.

 

·         Listen Actively: Pay close attention to the customer's concerns and grievances. Let them express themselves fully without interruption. This can help defuse tension and show that you value their input.

 

·         Empathize: Try to understand the customer's perspective and empathize with their feelings or frustrations. Acknowledge their emotions and show that you care about resolving the issue.

 

·         Offer Solutions: Propose practical solutions to address the customer's concerns. Be proactive in finding ways to resolve the problem or meet their needs.

 

·         Apologize When Appropriate: If the customer has a legitimate reason to be upset, offer a sincere apology for any inconvenience or misunderstanding, even if it wasn't directly your fault.

 

·         Seek Supervisor or Colleague Assistance: If the situation escalates or you're unable to resolve it on your own, don't hesitate to involve a supervisor or a colleague with more experience in handling difficult situations.

 

·         Maintain Professionalism: Regardless of the customer's behavior, always maintain a professional demeanor. Avoid becoming confrontational or defensive.

 

·         Learn from the Experience: After the interaction, reflect on what went well and what could be improved. Use difficult customer interactions as opportunities for personal growth and skill development.

 

·         While "My Financial Career" humorously portrays the narrator's extreme anxiety in a banking context, the principles of dealing with difficult customers or clients can be applied in various real-life scenarios to ensure positive customer interactions and maintain a good professional reputation.