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~Leonardo Da Vinci

In our crazy, schedule filled, and hustling world it can be easy to hear our customers but not actually listen to them.  Communication is such an important part of being able to address their concerns and issues.  But we should never forget that being silent can be just as or even more important than talking.

In Proverbs 17:28 it states, “Even fools are thought wise if they keep silent, and discerning if they hold their tongues.”   One of the problems that can occur when dealing with many people is that as service providers we can jump to conclusions about certain requests being made of us.  Once we have plenty of experience and have seen the same scenario play itself out over and over,

That short cut is to assume we already know the answers before the question has even been asked.  Now a Customer Service person who takes initiative, thinks ahead, and pays attention to detail is certainly a wonderful asset to any company.  However, this does not excuse them from the need to listen and sometimes listen intently before moving towards a resolution.

In my personal practice I often hear from patients how they did not feel that they were heard or listened to by other providers.  This naturally turns on my radar antennas and prepares me for a more methodical and intentional conversation.  I want them to be sure they felt heard and more importantly understood.  In this case, Silence is Golden in Customer Service and reaps me many rewards such as word of mouth advertising.

Here are 3 tips to help you achieve better customer service:

Pause – Be sure and take a few extra seconds or even minutes to hear the persons information before reaching the final conclusion.  Also don’t appear hurried.  We are all so very busy and the last thing a new customer, patient, or client wants to feel is that you are in a big hurry.

Clarify – Parrot the information.  For example, when someone says they want blue towels on Tuesday and green towels on Wednesday, you would respond by saying something like, “Let me be sure that I understand.  You’d like blue towels on Tuesday and green towels on Wednesday, is this correct?”

Delight- I say delight them because you took the time to listen when others may have not done so or won’t do so.  Delight them by fulfilling their request and by giving them your best.  Because you took the time to achieve clarity, there will be no confusion.  You too can also delight in the authority you’ve gained by taking the time to listen to your customers.

So remember that Silence is Golden.  Don’t be thought the fool by speaking too much or jumping to conclusions.

Have you had an experience where being silent paid off?  I’d love to hear about it.  Please comment below or on my website at www.ubergoodexperience.com.

Now, Go and Serve Wisely,

Rafael Perez

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