Understand the Importance of Listening

It’s not just what you say that creates a great customer experience, it’s what you hear. Or, rather, it’s how you listen to your customers that determines what kind of experience you’ll both have on the telephone. Never underestimate the importance of listening, especially in the customer service industry.

Head-off problems before they get big

Listen to what your customers and employees are saying. Small, innocuous comments could be clues that a bigger problem is brewing. If your customers mention ‰Û÷small’ problems, work to resolve those before they escalate to bigger ones. If they seem unhappy, listening and asking questions can help you find out what the real issue is, even if they aren’t sure themselves.

Your employees may be telling you that they are stressed, overworked, feeling underchallenged, or even unappreciated, but they probably aren’t saying these things directly. Listen for comments that indicate unrest or discontent and work to find a way to bring the joy back to their jobs.

Good listening is active

If you simply listen to what someone says to, waiting for your turn to speak, you aren’t taking in the full message that they’re sending. You’re dismissing their opinions, feelings, and ideas, whether you realize it or not. Active listening, which involves true listening and asking questions to confirm ideas, is very important in customer service.

Sometimes, the customer isn’t actually telling you the real problem. Instead, they’re telling you what they think is wrong. The real problems could be due to something that they have no idea about, but you may. If a customer is angry that their bill is too high, the problem may not be the bill itself, but it could be that the customer isn’t paired up with the best product or service for their needs. Listen to what your customer tells you, ask questions to confirm that you understand the problem, and read between the lines as necessary to help find the ideal solution.

If you’d like to know more about the importance of listening in customer service, or if you’d like to discuss improving your customer service, visit Answer 365 today.