Several months ago I was testing a new web product. My goal was to learn all the features and get very comfortable with the operations of it. To build my confidence I asked a few friends to participate in some live practice runs. After a few live runs I needed some clarification on several features from a tech expert.
I called to speak live with a tech person and a young guy answered who immediately put me at ease. He spoke clearly, introduced himself and asked how he could help. I launched directly into asking my questions.
Before jumping in he asked if I was close to a computer so he could walk me through how the features worked. WOW! I felt like this guy could read my mind! This is exactly what I needed.
He patiently talked me through each step, answering my questions and explaining how to perform the tasks. I felt he was really listening to me and was fully present. That's not all! He went on to ask if I wanted to learn about a few other features that may be important to me. Are you kidding? YES! Of course at the end of our conversation I expressed my appreciation for all his help.
I realize that his level of patience helped me to focus on learning the new skill versus being overly concerned about how long it was taking.
Armed with this new knowledge and confidence I got back online to perform another test run. Different issues surfaced though without hesitation I made a call for help. This time there was a woman who answered the phone. She was a bit difficult to understand and spoke as if she was in a hurry.
She started off by asking me some qualifying questions. Unable to initially locate my account information she became agitated and impatient which was reflected in her tone. She abruptly put me on hold for what seemed like long periods of time. Of course this limited any possibility to build a connection. Once she retrieved my account information her tone did not change.
I asked my first question and she answered by providing me with a web page that I could go to after we got off the phone. My next and final question could only be answered by setting up an online meeting. Instead of allowing me to practice my skills she took control of performing the steps that again emphasized her impatience.
Did she help me understand how to perform the task in question? Yes!
Was there a better way to help me and feel valued as a customer? Definitely!
Before we hung up she repeatedly asked me, in a very condescending tone, if I was sure I didn't have any other questions she could help me with? When I hung up there was a sense of relief.
Same company, two very different experiences. Hmmm...
Was answering my questions the only thing that was important?
What is the experience you want to create for others when speaking on the phone?
When you answer your phone do you give the person on the other end your full attention or are you distracted by others things?
Next time you answer your phone; whether it is a call from your boss, a peer, a friend or your child, give thought to the experience you want to create for the person on the other end. Take the time to be present, if not, let it go to your voice mail!
GET REAL MOMENTS: Providing the opportunity to learn from our lives if we are paying attention.
- Being present is the best way to show respect for the other person and let them know they matter.
- Speaking clearly makes it easier for people to listen and for you to be understood.
- Active listening helps you to potentially exceed the needs of the other person and serve them in a bigger way.
- Adding value by teaching what you know for the benefit of others, not showing them what you know.
Align yourself with what what matters most to you. Live your brand fully expressed with intention and purpose to achieve outstanding results!
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