550 Shut Up and Listen!
Customer Service Best Practice: How do you know what your customer really wants? Ask them. Then what?
In this episode of the IT Business Podcast, Marvin talks about the importance of customer service in running a successful IT business. He emphasizes the significance of active listening to understand customer needs and frustrations. Marvin shares his experiences and interactions with clients over the years, emphasizing the value of giving full attention, avoiding interruptions, and showing empathy to build strong client relationships.
Key Takeaways:
- Prioritize active listening: Focus completely on the customer, avoid distractions, and let them speak without interruptions.
- Clarify and paraphrase: Repeat back to the customer what you heard to ensure understanding.
- Show empathy: Understand and acknowledge their frustrations and concerns with technology.
- Be proactive: Keep customers informed throughout the process, addressing their needs promptly.
- Avoid judgment: Approach customers with an open mind and without judgment.
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