Listen and then Repeat

This sounds ridiculously simple, right? Think again.

Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated.

The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation. Listen and then repeat to the customer what they said.  If your customer is not in dire straits, good results will follow. Repeating the reason a customer walked in the store, called your number or emailed your ‘Contact Us’ address will take you to a level that is not being received by many. You hear them.

Internalize what customers need and use that knowledge to drive an outcome that is right for them.

Read More: CX Competency #3: Customer Listening

One thought on “Listen and then Repeat

  1. I’m with you Jeanne. Phone calls with customers are tremendous opportunities to find out what your customers really think of your business and what they would like more of. The more lines of communication that can be opened the better. Front-line employees have a “gold mine” of information about what customers want, just waiting to be realized by management. I think this is another “unrealized” resource in many companies.

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