People want to be heard and appreciated


People have an innate desire to be respected, heard, understood and appreciated. Once they reach out to those of us in customer service (READ: we are all in customer service) they want to feel that their concerns and problems are important to us, that we will take them seriously and be of assistance to them.

Even when we are not able to answer their questions immediately, it is important to keep them informed of our progress and be proactive and responsive to their needs. Listen, learn, act, collaborate and communicate at all times.

After all, this is an essential component of great customer service experience, customer service 101.

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