Is Your Customer Service Listening?

Are you listening to understand or are you listening to simply reply? Do you understand and appreciate the difference? Does this apply to everyone that is part of your businesses’ customer “service?” What is your action plan for what you are hearing?

Effective listening is perhaps the most valuable skill your Customer Service team can have. It is the linchpin in a needs-based, consultative service strategy that determines and delivers what the customer needs and wants. Is your customer service team as effective as it could be? You can teach them how to listen to the customer to resolve the real problem, avoid future difficulties and keep your business running cost-effectively.

Listening properly enables your customer service staff to draw customers into an interactive conversation in which they can ask insightful questions, probe for reactions and respond to those customer reactions correctly.

When it comes to customer service, your people make the difference. Hearing is not the same as listening; in other words, receiving sounds is not the same as paying attention to their true meaning.

From the rational and tangible perspective, really listening is the key to get to know your customers better, understand their needs and get to the basis of their problems. Listening helps us provide a better service by allowing us to focus on truly effective actions that generate the results your customer expects (and deserves).

Your most precious asset, no matter what business you have, is your existing customers. You expended considerable effort to entice these folks to do business with you. So why not intensely focus on their behavior as they are doing business with you? Talk to them and listen carefully.

Some folks refer to this as real customer engagement. No matter the current buzz words you apply the skill of listening to your customer is a vital one. This skill must become pervasive throughout your company.

Let’s look at the following definition; Customer Engagement (CE) is considered as a behavioral manifestation toward the brand or firm that goes beyond transactions. In some businesses Customer Engagement becomes efficient Customer Management… Do manage or listen to your customers?

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com