Assertiveness can sometimes be misconstrued or at least thats what I think. I maninly come from a customer service background and have always been brought up with the age old ‘customer is always right’ motto.
So having recently moved to a slightly different role where it is more about explaining rationale to a client or debating and resolving issues with them, there is a definite need for beeing more assertive in the approach to the ‘customer’.
I suppose in some ways I have found this very strange, as there are times when i listen to colleagues almost arguing with clients as they attempt to get their point across.
It leads me to ask the question; when does assertiveness become arrogance ??
A little bit more:effective Customer Service Training available here