It seems that business attitudes are becoming more casual every year, and people’s behaviors in and out of the office reflect the mentality that offers more flexibility and less of an emphasis on professionalism. This is especially evident in how employees interact with other employees, as well as with clients. With a more informal attitude in the work place, along with the increase in online interactions rather than on the phone or in person, some people allow their manners to slip.
Why politeness matters
Elementary courtesy is under-valued. However, it is still vital to client relationships. When you are polite in your interactions, you show you respect people as individuals, as well as your business relationship with them. Using good manners in conversation shows you care about what they are saying and want to work with them, rather than simply trying to get through the conversation and be done with it! Being polite is also often associated with good customer service, which in turn strengthens client relationships and referrals.
How to use politeness to your advantage
An additional benefit of remaining polite in difficult conversations is that it helps you keep calm when dealing with a frustrated client or a tense situation. If you are able to stay calm, you are more likely to handle a stressful situation more effectively. Your politeness may actually rub off on the client you’re speaking with, helping calm them down as well.
Remaining gracious even if the client is angry, shows that you are respectful and working to solve the problem; rather than reacting emotionally and defensively. This helps you stay in control of the conversation and keep moving it forward, even if the client is stuck on a specific point.
Overall, despite your office’s casual dress code and your friendships with fellow employees, it is still important to stay polite and courteous when dealing with customers. Using good manners puts a good face on the business and helps improve your customer service. Good manners don’t take much effort, but they can take you far.