Originally posted on Compass Consulting & Solutions – Paul Nottingham
A common complaint among consumer gripes is that: “The company just didn’t seem to hear what I was telling them.” All too often the consumer tries to explain an issue to customer service, only to be told well that is against our policy or there is nothing we can do. Neither answer solves the 
consumers problem and can create a very negative backlash from friends and family of the particular consumer.
Let’s face it, listening is arguably one of the most difficult skills to master in effective communications, and it seems like we are getting worse-not better at it.
Steven Covey in his famous Book “7 Habits of highly successful people” stated a profound edict for the business world: “you must listen with the intent to understand rather than with the intent to reply.”
While this axiom is as true today as ever, it remains difficult particularly for those less trained in understanding and problem solving. Her are a few ideas to help you train your team in being better listeners and problem solvers.
- Eliminate distraction and the ability to be in the moment. How often do we see folks in just about any service industry that have an earpiece plugged into one ear for communication between staff members? If you as a consumer are trying to have a conversation with a customer service rep and they have constant chatter in their ear, it is quite difficult if not impossible to be able to listen and absorb the complaint in its entirety. Turn it off or down to the point it is not a factor.
- Don’t prejudge-just listen with the intent to hear and understand. Too often it seems, customer service agents are responding to consumers before they have heard the whole story. Just because you may have heard a similar complaint before, you must not assume the same answer will suffice for a different individual.
- Don’t get bogged down in the minutia, listen for the big picture and act upon it. Don’t get sucked into a rabbit hole that will waste your time and not address the real issue.
- Clarify and Confirm the problem/need. I have found this to be the most effective way for me personally to confirm my understanding of the problem/issue. I use the statement: “So if I understand you correctly, You Need this item, in a specific color, that is not on the shelf, and you want to know if you get a raincheck for the item if the sales price will be honored?” By asking for clarification and confirmation you are reaffirming that you heard them and understand the need. This leaves no question that what they are asking for is what you heard.
- Once you have ascertained the problem/issue, determine the best course of action that provides a mutually beneficial solution. Sometimes the answer is a simple one that meets the need of the consumer without breaking the bank. Sometimes the solution needs to be a little more creative such as applying a discount (which can eat into profitability and needs to be weighed against backlash potential from a negative review or word of mouth), gift card, or offering a similar product or service for a similar or better price. The point is if you truly have listened to the issue, and have a firm grasp and understanding, you have a much better chance of offering a mutually beneficial solution that keeps them coming back as a repeat customer.
In this day and age of big box giants squeezing out the little guy, having a reputation for providing excellent customer service can keep them coming in the door even when your prices don’t match the big box.
Are you Hearing what your customers are saying??