"I already gave you that information when I told you about my problem. Weren't you listening to anything I said?"

Unfortunately, often when a customer calls with a problem or complaint, they are viewed as an opponent. When one views the customer as an opponent they go on the defensive, crafting in their mind what their response will be without actively listening to the customer. Additionally, the employee may begin to prematurely problem solve before the customer is done giving all the details. This is when misunderstandings can happen and the customer can be further agitated when information is asked of them that they already shared. The best thing to do when a customer calls in with a problem is to actively listen, take notes, and never view them as an opponent. Don't try to problem solve before the customer has vented all the details of their problem. They will calm down and that is when you can begin to problem solve.

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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