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strategic listening
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listening |  |
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Listening is the process you use to identify key facts and feelings about each customer's situation.
What must the support engineer do to truly understand the MC customer? First of all, and probably the most important, the engineer must LISTEN to everything the customer says. That can be very hard sometimes. But, if the engineer doesn't listen completely, it is highly likely that troubleshooting will proceed with INADEQUATE or INACCURATE data. That can cause immediate problems. Listening is the most fundamental and vital skill when serving the MC customer's needs. Only listening wil provide the full understanding of the customer's wants, needs and expectations. |
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Interaction: Type in your answers to the questions below and press "submit",
to compare your answers to ours.
In your opinion, are the following statements about listening true or false? |
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customer expectation | |
| Unfortunately, some support engineers can solve the most difficult technical problems yet leave the customer feeling unappreciated, uncared for, and frustrated. These situations will have detrimental effects on customer loyalty. | ||
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