From the course: Customer Service in the Field (2017)
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Shut up and listen
From the course: Customer Service in the Field (2017)
Shut up and listen
- One of the most powerful things you can do in customer service is just shut up and listen. Many companies fail at customer service because customers don't think the employees are engaged or actually listening to them. But I think it's pretty simple. Make eye contact with the customer and let the customer talk. One way you can demonstrate that you were listening is to be empathetic to their concerns. Repeat and clarify what they just said to you. After the customer finishes saying everything they need to say, you can say something like this. "I want to be sure I've heard you correctly. "You're concerned with X, Y, and Z, right?" After you say that, you let the customer speak, you listen, and then you verify or clarify the customer's concerns. Let me share an example. I was on the phone dealing with a customer service department. I went through the customary button mashing hell trying to find the right person to talk to. My mind was already racing with thoughts of, they shouldn't be…
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