When a consumer calls and is detailing a concern, there is no doubt you are hearing the words. But, it’s not uncommon for consumers to say one thing and mean something else. You have a responsibility to find the meaning in the words. How? Through active listening. So, what’s that? In relation to hearing, active listening is the dissecting of the words. Here are a few examples.
| Hearing | Listening |
| Hear me out |
Pay attention, understand me, and listen to what I say. |
| Dependable service | I need to know I can rely on you. |
| Accurate information | If you don’t know the answer, find out. Don’t misinform me. |
| Continually calling back | Connect me with the person I need to speak with the first time. Don’t put me off by telling me the call will be returned as soon as possible. |
| Be consistent | Treat me with respect all the time. |
| Courteous service | Show me you appreciate my business and let me know what you will do for me |
| Action | Don’t drag your feet. Be quick. |
| Communicate | Keep me informed. Tell me what you’re doing to address my concerns |
| Any ideas | The ball’s in your court. Find a solution. |