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Response to NYC Liberal (Reply #15)

Sun May 26, 2013, 05:32 PM

19. I'm going to let you in on a customer service secret that I learned

from a major, international, electronic device corporation...

When someone tells you something, repeat back to them what they just said to you.

They will say about you, "this person really listened to me."

I know, I know, it sounds redundant. I personally do not need to hear a recap of what I just said to someone to make me believe that they listened to what I just said. However, there is a surprisingly large percentage of the population who need you to repeat back to them what they had just said before they acknowledge that you "listened to them".

Edit to add:

This is good advice for anyone who deals with people who just won't stop complaining no matter how much you help them. Oh yeah, that's another thing-- after you have repeated back what they said to you (their complaint or request or whatever) and you went ahead and did something, MAKE SURE TO TELL THEM what you did in order to solve their issue, possibly two times for good measure, and also repeat back to them the entire scenario about why they called to complain, what you did to solve their issue, and is there anything else? About 15% to 20% of the population needs that much verbal response from the listener before they believe that you actually listened to what they had to say.

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Replies to this discussion thread
Arrow 19 replies Author Time Post
Donald Ian Rankin May 2013 OP
southernyankeebelle May 2013 #1
WinkyDink May 2013 #2
Quantess May 2013 #3
gtar100 May 2013 #4
rucky May 2013 #5
bunnies May 2013 #13
Posteritatis May 2013 #6
Donald Ian Rankin May 2013 #7
NYC Liberal May 2013 #15
LineLineLineNew Reply I'm going to let you in on a customer service secret that I learned
Quantess May 2013 #19
unblock May 2013 #8
Pmc1962 May 2013 #9
alphafemale May 2013 #16
John1956PA May 2013 #10
HappyMe May 2013 #11
savebigbird May 2013 #12
Renew Deal May 2013 #14
Igel May 2013 #17
LittleBlue May 2013 #18
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