Listen Up

fingers in earsWhen 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.


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