This week’s blog is on a topic that I have written on many times before but is a worthy repeat and reminder to all that read it. There are many passages that speak around the statement, “The Customer Is Always Right! “Customer service 101” tells us time and time again that listening is the most important part of any conversation and satisfying the customer is the only acceptable result. Many skills can be taught though some have an inherent root into ones personality. Body language and expression either when in verbal or written format shape and deliver a message that can be received in ways sometimes being right, wrong or maybe confusing.
In the HTM service community it can be said 70% of the job is fixing people and 30% the medical equipment. This measurement has long been a standard when describing the daily work interactions of the HTM service professional. Technology and all of its advances has not changed the human interaction that must occur in order to nurture relationships or in the case of any service event to have successful closure. How do you build relationships with your customers? When in awkward customer situations is your first reaction to listen or speak? The strength of any relationship foundation is formed around listening and understanding. Customers with concerns want to be heard and communicated to in a way that provides a connection and a resolution.
The skill of listening is so much more powerful than any words that can be expressed. As HTM service professional’s being “right” in decision or action can easily be overshadowed when listening to a customer’s concern is ignored or not given the attention and respect the person expects. Listening shows commitment and engagement of the customers’ requests and needs of their business. Actions resulting through listening of the concern will have greater meaning and are easier to embrace with meaning by the customer.
The theme of this blog “The Customer is always Right – Right?” is a lesson in futility and constant evaluation of ourselves as to how we communicate in not only the difficult service event situations but also the successful ones. A satisfied customer tells five of their colleagues and a dissatisfied customer announces it to the world!
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