Customer Service

I have been thinking about customer service lately (as one does) and how those who are good at it do one thing extremely well. 

They communicate.

Communication is not actually one thing, but parts combined to be one big thing. 

👂 Listening. Not just hearing, but understanding.

🩶 Showing empathy. Not just saying, "I regret you had to deal with that" but tapping into how you would feel if roles reversed.

🗣️ Speaking. Not just reciting, but providing clarity with respect.

🤝 Confirming. Not leaving the issue until both parties understand what has been done and what is expected.

Many people think because they hear and speak they are communicating, and yes, to some degree, that is correct. But people that excel in service roles do all things that equal one thing, and that is what communication really is.

I've recently had to take some issues and make them right. I applied the above and the outcome is that I am now a trusted partner. Same with someone I have been working with that is an outstanding communicator. No matter what happens in our business relationship, I trust he will provide me with all the information I need.

Ultimately, that is what communication leads to, trust. And people want to do business with people they trust.