Hi Kenya, I enjoyed reading your
post.
I agree that listening is the first step
to discovery. When a customer experiences a problem it is usually due to an internal
glitch. If the problem is not corrected swiftly, the effects will tremendously impact your external and
internal stakeholders. The problems with listening can evolve from the lack of
effective communications, hurt, and, anger. This
is due to the customer / receiver not feeling his / her voice has been heard.
Effective listening will guide you to the issues behind the customer’s pain. Listening
most definitely requires unbiased and clear listening channels to quickly process the
information received and then provide a resolution for the pain! If you are not listening, you will never hear
the need.
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