The Lost Art of Listening
May 1st 2007 23:35
One of the key ingredients of customer service is listening to the needs of your customer. I mean actually listening. For example, when I am at a drive-thru of say a McDonald’s or Wendy’s and I order chicken nuggets, I am usually asked what kind of dipping sauce I would like. If the person at the window asks a question like that, I would think they would want to hear the answer. But more often than not, I get home with no sauce in the bag. Maybe it’s my fault for not checking before I leave, but I don’t get paid to do their job. That is not listening to the needs of the customer.
The same goes for checking out at the grocery store, you know, when they ask if you want paper or plastic bags. I am usually asked that same question two or three times before my stuff is bagged.
So in going along with the theme of building customer loyalty, a simple thing like listening can make the difference. I remember all the times little things like that have happened. And I also remember the places where I receive the epitome of customer service. If I order fries, throw some ketchup in the bag even if I don’t ask for it…maybe some napkins too. And if the employee actually thanks me for my patronage, I will absolutely be back. I will even go out of my way to someplace simple like a fast-food restaurant just for that type of service. Now that is customer loyalty.
The same goes for checking out at the grocery store, you know, when they ask if you want paper or plastic bags. I am usually asked that same question two or three times before my stuff is bagged.
So in going along with the theme of building customer loyalty, a simple thing like listening can make the difference. I remember all the times little things like that have happened. And I also remember the places where I receive the epitome of customer service. If I order fries, throw some ketchup in the bag even if I don’t ask for it…maybe some napkins too. And if the employee actually thanks me for my patronage, I will absolutely be back. I will even go out of my way to someplace simple like a fast-food restaurant just for that type of service. Now that is customer loyalty.
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Comment by Tracy
Movies and Life