Customer Service: Fantasy vs. Reality

How To Keep Your Customers By Dealing With Conflict

During my years as a sales and marketing executive, I learned the importance of dealing with really angry customers. Several situations where customers’ problems had been avoided and/or mishandled — causing conflict, anger and alienation — were handed to me to resolve.

I confess that the customers’ hostility and initial refusal to deal with me was daunting. Long before they would allow me to resolve their problems, I had to summon the courage to hear, understand and acknowledge their problems and perspectives. Over time, I was almost always [Read more…]

The Art Of Listening

The difference between listening and hearing remains a topic of fascination and confusion. Are they the same, or not?  Yes. There is a clear distinction, which I address in my recent blog, “Are You Hard of Listening?”

Assuming that our hearing — one of the five physical senses — is intact, listening is often the challenging part — really listening to someone else.

I discovered a presentation that was created by the Illinois Community College Board, which includes the following list, and I want to share it with you. I couldn’t have said it better myself.

The Ten Commandments of Listening*

1. Stop talking! You cannot listen when you are talking. You will only be thinking about [Read more…]