Listening is not just a skill; it's a gift.
In customer service, it's often the difference between a transaction, retention or transformation.
Many people think they are listening. However, they are really just waiting for their turn to talk.
True listening means being fully present, without judgment or agenda.
It requires patience, understanding, and insight while the person explains.
Remember! To the person you are speaking with; you have an accent, too.
Think of a recent conversation where you were helping someone. Ask yourself:
Write down what you learned from that moment.
What would you do differently next time?
Listening is hearing more than words. It's hearing the heart behind them, too.
Sometimes, it's about catching what others missed and caring enough to act on it.
A client once came to me with a problem. They had been sent a letter of a debt for an extremely large amount of money.
It was a weight they carried, and they were sure it wasn't their fault.
Billing was handled by another department. It was not part of my area of work.
However,I listened. I asked questions. I heard their story. And, as they provided the facts, I heard the fear and the frustration.
The fact that they had always been told everything was fine when they inquired about their account struck me.
With their permission to review their past interactions on their account, I used my own time to investigate.
I reviewed records, traced the issue, and uncovered the error.
It was not the client's fault. What they reported to me, unfolded within the files in their account.
I printed off the information, necessary for a review by higher authorities, and presented the information to a superior.
That same day, I was privileged to contact the client to state the debt was removed from their account.
That experience reminded me: Listening isn't passive. It's active. It's a choice to believe someone's story enough to stand beside them.
And sometimes, its the first step toward making something right.
Sometimes fear of reprimand or dismissal control our thoughts.
Doing the right thing may seem scary; but ignoring it is unthinkable.
You have a person telling you they did not purchase that $4,000.00 computer. They need their credit card refunded the money.
When writing/keyboarding your responses, think of it as if it is you in the person's place, and where you would hope to gain help.