"I just told you what I am looking for - why are you telling me things I don't care about?"

This customer pet peeve happens often.The fastest way to lose a prospective customer is to not listen. The best sales people are great listeners, not great talkers. I recently did a mystery shopper call to a company who does home organization and downsizing. I told the representative on the phone that my mother's home had 30 years of accumulation and junk. I stated that there was a lot of work to be down in every room, basement and garage of the home. The representative did not listen and started to tell me about all their packages from the lowest hours for just a closet or pantry to the highest. She did not ask questions to clarify my needs. But, clearly from the description I gave of my mother's home, we were going to need the largest package, so why did she tell me about the two lowest packages? Even as a mystery shopper it frustrated me for her to go into the details of every package. Customers can be impatient when they are looking to have their problem or pain point fixed. Being a great active listener is key to keeping customers and prospective customers happy.

About the author

Beth Boen

Beth Boen isĀ on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!

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