We all just want to be seen and heard. Customer service is listening, but at scale.
Why is listening the hardest thing for us to do? Do we like the sound of our own voice that much? Is it the need to be heard? or even to be right.
Even though a customer isn’t always right, it’s your job to make them feel that they are heard and valued. Instead of stating that a customer is wrong, reassure them that you will look into it and get back to them by a certain time. Breath, be patient, there is a solution for each challenge. It’s imperative that you remain calm, and LISTEN to what the actual problem is. What people need most when they are upset is to know that they are being listened to, that you are on it and can lead them on the path to a solution.
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