We as human beings are being influenced all of the time. We’re influenced by people, places, events, situations, advertising to name a few things. Sometimes we are impacted more than other times, but we are constantly being influenced by what is happening around us.

Working in customer service, your job requires you to influence people almost all the time. It may take the form of inspiring someone, persuading them, opening their mind to see things in a new or different way or maybe it is creating new business connections. Whatever form it takes, being a great influencer makes you job easier.

Ideally, the art of influencing people creates a win-win situation for everyone involved and on your part requires a combination of people skills, good communication, presentation and assertive techniques.  It is about varying and adjusting your personal style to fit the situation while still being true to yourself.

Influencing people is NOT about pushing, bullying or otherwise forcing anyone into doing something they do not wish to do.  These techniques simply do not work and people will remember you and the experience – but not in a good way.

Influencing others isn’t just about having a great spiel, using the right body language or other techniques. What it boils down to is understanding people’s motives. Here are the 6 most common ways for you to affect others.

Being likeable – It’s much easier to influence someone who likes you. Gifted persuaders automatically build rapport with honest flattery or uncovering connections to hit it off with their customers.

Showing social proof – People like to follow what others they admire are doing. So influencer’s simply use their knowledge to imply what direction is likely to be.

Get them to say ‘yes’ – Most people desire to keep their word. So if they make a ‘commitment ‘by verbally agreeing they are more likely to keep it.  Savvy customer service reps get customers to say yes to statements throughout their conversation before they try to close the deal.

Fear of missing out – It’s a fact that people want what they cannot get. It’s why companies advertise ‘limited quantity’ or ‘only while supplies last’ even when they have a warehouse full of product. People have 2 possible motivating factors when considering a purchase; fear of loss or hope of gain.

Authority – people respond strongly to experts. Strong influencers build their base of knowledge and use it to establish their expertise.

Give first – without expecting anything in return – Not only is it just the right thing to do, but when you give unselfishly to others, they feel they want to do something for you as well and will be more open to agreeing with you. (This feeling could come from something as simple as a compliment, sharing what you know about something they are concerned with or a tip on how to get the most out of a product)