Have you ever called a business for customer support and ended up in circle of frustration because no one would listen to you? Do you listen to your customers?
We get so used to hearing the same questions over and over again in our business, we often assume we know what a customer is calling about. That’s not what we should do. Although it may take a bit longer, it pays to listen to the customer and find out the issue before providing the answer. And it can go along way in making that customer a lifetime advocate of your business too.
I recently spent almost an hour and three phone calls trying to get an issue resolved with my state Department of Revenue. The error was caused by me. When filing my sales tax return online, I filed for the wrong quarter — and didn’t notice it until the return was final. Oops!
Each person I spoke with initially told me the wrong action to take because they didn’t bother to listen to my question. The second person actually got irate and hung up on me. Thankfully the third person took the time to listen to my issue and worked through it with patience to get my problem resolved.
It’s easy to get frustrated with customers who ask a lot of questions. But don’t. Listen patiently and you’ll have a lifetime advocate. Even if they ask twenty questions. And make sure your employees use this approach too. All of your hard won business may go down the tubes if they don’t approach customer service the way you do.
How about you? Do you have a suggestion for listening to customers? Leave me a comment.