I once had to make a complaint at a bank and I was directed to the customer service personnel in charge. I greeted her and she answered curtly without looking up. No, she was not busy with her work on her computer; rather she was engrossed in a conversation with her colleague seated next to her. They were chatting and giggling! So after waiting for a few minutes for her to look up and give me some attention so I could state my complaints and she didn’t, I went on to make my complaints. She didn’t stop her natter neither did she even look up at me. At this point, I had to ask her “are you listening to me?” “Yes! I can hear you” she snapped and rolled her eyes at me. Of course I don’t bank there anymore.
Listening is a very important aspect of customer service and there is a right way to do it. When we listen the right way, it tells people that you find them important and you care about them and their feelings. On the other hand, when the manner with which you listen makes the customers feel that they are not being listened to, their demeanor can quickly transform from cordial to aggressive. This usually further escalates a matter that could have been solved amicable and the risk of losing the customer is exponentially increased. We must never lose any opportunity to listen to our customers as that is the most efficient way of gathering information and getting feedback from your customers.
The right way to listen to your customer is to listen actively. First you should show a willingness to listen by stopping other tasks such as typing, reading, writing, conversing with others, working on your computer, etc. Doing this makes your customer feel important and generates an overall positive feeling towards you and your company. Even if you are in the middle of an important activity such as adding up figures or about to finish a sentence in a report and you do not want to lose that thought flow, you can look up briefly, smile and say, “I’ll be with you shortly”. Then complete the task or stop at a convenient point as fast as possible, apologise for the delay and ask “How may I help you?” ( of course in a willing and cheerful tone).
Then listen with rapt attention. Let the customer talk and don’t interrupt to make a comment or an objection. Position your body in a way that tells the customer “I’m with you”. Make eye contact, nod and use paralanguage statements like “really”, “I see”, “oh!” to show you are following, when appropriate. Just listen, listen for real- don’t just wait for her to stop talking so you can say what you want to say. Don’t ever argue with your customer! You can take notes to help you recall what was discussed especially while talking on the phone. Remember just focus on your customer and listen.
Please do seek clarifications on what you don’t understand and never assume. When you listen actively, there won’t be much that you don’t understand by the end of the conversation. However, if there’s anything you are not sure of, just ask. Paraphrase your customer’s statement to be certain that you know what he is talking about. You might chip in “so what you mean is so and so, am I correct?” Be sure you don’t finish your customers’ sentences for them, however, let them finish. After they are done talking, act! Act promptly!
There are attributes that all good listeners have in common and these include openness (ability to eliminate biases and prejudice), empathy, attentiveness, understanding, patience, caring, and objectivity. The good thing about these attributes is that like all good skills, they can be learned.
Do you think you can learn them and get better at what you do? I do.
Until we meet again, keep wowing your customers.
Anderson
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