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.
|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.|