To receive the communicated message loud and clear,we have to be an active participant in the communication process. In the case of listening, this requires to understand and evaluate every spoken message, and to follow this with the appropriateaction – a response that confirms the spoken message. Unfortunately, what can happen is that, as listeners, we do the wrong thing, which is to actively work while the speaker is talking to us. Our thought speed is much faster than our speech speed, which can prompt ourr brain to start working ahead of the speaker. Perhaps we are simply considering the speaker’s next comments, or the answer to a question we feel certain will come up. Regardless of the cause,the outcome is the same: a miscomm -unicated message, which can lead to an inappropriate response or a wrong action - both of which can lead to serious trouble. Clearly, this also leaves the door open for unexpected delays setbacks even undesirable outcomes
The difference between hearing and listening comes down to semantics and listening is just the first part of the equation when it comes to customer service.Listening, if we will, is the preparation for hearing. Listening means we’re giving our attention – an excellent start. Listening means we’ve set up your modes of operation, and we’re receiving feedback. Hearing on the other hand implies a more deeper understanding – hearing is indeed processing that which we’ve just listened to.Anyone can listen. Many companies listen to their customers. They set up an “info@” email address, they invite comments on their blogs, they welcome letters sent through the mail and they provide toll free numbers where customers can leave messages. Technically, if we do all this as a company, you’re doing a good job of listening. But how’s our hearing?
Ok, so we’re listening. Great! But what are we doing with the comments our customers are making? Hearing involves giving true consideration to the conversation – regardless of who initiated it – we or our customer. we may know our product and our business inside and out, but our users, they are the ones we have to satisfy that everything is working right. Why? Because if they find a better product, they’re gone. If they love what you got they’ll shout it from the rooftops. But if they have issues, big enough that they’ve bothered to let you know about one way or they other and you don’t hear them…they’ll shout that from the mountaintops.I’m not saying we have to change our offering based on what our customers say. But if we don’t hear what they say, how will we know what may need some improvement? Opening lines of communication in the listening phase invites all kind of feedback – some worthwhile and some worthless. Part of hearing is weeding through it and picking out in a thoughtful way what is valid and what is not.Take away – listening is great. But really hearing what our customers have to say is what we should strive for, and more than that, making sure they know we’ve heard them is the key.
The difference between hearing and listening comes down to semantics and listening is just the first part of the equation when it comes to customer service.Listening, if we will, is the preparation for hearing. Listening means we’re giving our attention – an excellent start. Listening means we’ve set up your modes of operation, and we’re receiving feedback. Hearing on the other hand implies a more deeper understanding – hearing is indeed processing that which we’ve just listened to.Anyone can listen. Many companies listen to their customers. They set up an “info@” email address, they invite comments on their blogs, they welcome letters sent through the mail and they provide toll free numbers where customers can leave messages. Technically, if we do all this as a company, you’re doing a good job of listening. But how’s our hearing?
Ok, so we’re listening. Great! But what are we doing with the comments our customers are making? Hearing involves giving true consideration to the conversation – regardless of who initiated it – we or our customer. we may know our product and our business inside and out, but our users, they are the ones we have to satisfy that everything is working right. Why? Because if they find a better product, they’re gone. If they love what you got they’ll shout it from the rooftops. But if they have issues, big enough that they’ve bothered to let you know about one way or they other and you don’t hear them…they’ll shout that from the mountaintops.I’m not saying we have to change our offering based on what our customers say. But if we don’t hear what they say, how will we know what may need some improvement? Opening lines of communication in the listening phase invites all kind of feedback – some worthwhile and some worthless. Part of hearing is weeding through it and picking out in a thoughtful way what is valid and what is not.Take away – listening is great. But really hearing what our customers have to say is what we should strive for, and more than that, making sure they know we’ve heard them is the key.
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