The Crux of the Matter

A couple of years ago I changed long distance carriers and telephoned my local carrier to approve the switch. The local carrier representative mentions my eligibility for a new reduced rate plan. After I agree to enroll, she says it will go into effect within a week and gives me a start date. Three weeks later another local carrier representative calls to sell the same reduced rate plan to me - again! After asking him to check my account, he discovers it is not activated. He muses about a glitch; and he tells me to call customer service. I explain to the local carrier customer service representative the sequence of events. With defensiveness she blurts out, "But your long distance carrier could not have sold this plan to you. Only we, your local carrier, can activate any local rate plan changes."

It's annoying and rude when a customer service person communicates they are not listening. "I don't really care," is the message. Listening is not the same as hearing. We're born with the ears to hear. But listening takes energy, time and practice. Here are six practical hearing aids to demonstrate your ability to listen, save time and reduce stress in the process.

First, give your full attention to your customer.

Second, ask clarifying questions before you do your talking.

Third, anticipate keywords.

Fourth, listen for feelings first and specifics second.

Fifth, identify what bad listening habits you have and begin to minimize and improve them.

Sixth, take notes.

You can communicate more satisfactorily, reduce misunderstandings and show anyone - customers, friends and family - that you care when you use the six steps to listening. Now that's attractive!