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A Professional takes the time to listen.
What does that mean, to listen? To all of these complaints? Does that mean I have to just stand there and take whatever this person is saying to me? Does that mean that every Customer is right? Does that mean I have to take abuse or listen to a load of ____? (Insert your own word here)
Nope.
Professionals are better Listeners because the skill of listening includes making time for the Customer (remember them, the people paying the bills?) and the word “active.”
And that means that Active Listeners are participatory, which means they are part of the process and not out side of the process and therefore are not adversely affected by the process.
If this sounds like science fiction Captain Disbelief, let’s take a look at this together.
Rarely, and I do mean rarely, will a Customer explode all over someone if they have been Listened to. Think about it.
If you have been an Active, Participatory Listener, who has taken the time to listen, you have already heard the Customer and used those skills in the discovery process to hear what the Customer needs or wants you and your organization to do.
Which means you made time for the Customer, paid attention to what the Customer said, confirmed what you heard (this is a secret magical skill called paraphrasing), offered a solution, asked for approval and then confirmed all of the details long before the Customer came in or called you on the phone and unloaded both barrels at point blank.
But NO! It’s the Customers fault because they are stupid, mean people who are asking for unreasonable expectations to be met.
(Pause, take breath) Righto buzzard breath, keep believing that one.
By the way, I hope you were paying attention. I just listed the steps to Active Listening above.
So this means that if you have to listen to a tirade, you deserve it, because somewhere along the line, your Customer detailed why they were talking to you in the first place and they were not listened to.
Quit your whining and get your Active Listening skill set back to where it belongs. Start making time for your Customer to tell you what is the reason for them to contact you. You need to get your Listening Skills back to the level it needs to be.
A level called Professional.
It’s that time again when you really believe you want change or you need to change because what you are doing is not working. Let me ask you this, if you do not take action now, when will you? If you have read this far, send me an email and let’s see how Specific Targeted Training can help you and your staff overcome Customer Service Challenges. Or just call me at the number below. Either way, the first step is yours.
Contact me here! leonard@bizprotraining.com
or call 760-529-5635.
Seminar Leader since 2006 providing Leadership, Management and Customer Service Solutions.
Article Source: http://EzineArticles.com/?expert=Leonard_Buchholz
