Have you contacted customer service and try to explain what your problem is, but you get the impression that they are not interested in solving it?
Maybe you find fast customer service but don’t want to solve your problem? And maybe they are trying to respond to customer loyalty through you?
Or maybe you have contacted customer service and after you explained what the problem was, but you received an answer that didn’t solve your problem?
Well, looks like you fell prey to one customer service who have problem: lack of understanding in being a good listener.
So how do you become a great listener?
Luckily, like any skill, great hearing can be trained.
As I explained in the article 4 Steps to Effective customer service, the first step in solving customer problems is understanding their point of view.
You can’t do it without knowing what they’re going through! Sometimes the most obvious cases sound different when you really listen to the customer’s words and emotions behind them.
But enough talking about the importance of listening, let’s find out where you really are a good listener.
1. Stop doing anything else
When I worked in a call center, I used to listen to customers and write notes about their problems at the same time. As you may have guessed, it often turns out that I miss important elements of the story and end up offering inadequate solutions.
When customers talk to us, do nothing but listen.
2. Don’t feel guilty about this problem
Customers often vent their anger and blame the company when things go wrong. I hate calls like this when I’m working in a call center because I never know what to say (especially one that I don’t think is the most reliable company in the world).
3. Don’t blame
Let’s remember one of Agatha Christie’s crime stories.
At first, it was clear who the killer was. We might assume that Mr. Wrong was the one who killed Grandma and took the diamond, but did we judge him properly?
As the story progresses, it turns out that there are many details that make other story characters questionable. As usual, it was Hercules Poirot who was careful enough to see all the details of the crime. He is the one who really listens to all the characters and can find a solution to the mystery.
Listen and acknowledge what you hear (even if you don’t agree with it), but don’t make assumptions! This will help you to keep an open mind and come up with solutions that you would not normally think of.
4. Pay attention to the tone of his voice
Empathy is an important customer service skill. This is the ability to understand people’s emotions and respond the way they expect you to respond . If you don’t listen carefully, you may lose any sign of customer emotion.
They may be sad, angry, calm, happy, disappointed or angry. Depending on their emotions, you should use a different language and a different tone of voice so that they enjoy talking to you.
It’s like in the real world!
If you see your friend angry, don’t make a bad joke about their appearance.
When they have a problem, try to help find a solution.
And when they are happy, you smile in return.