Active_ListeningWe’ve all heard one of the core maxims in providing excellent customer service: “The customer is always right. “ This is used during training and by management to convey the important concept that when a customer is upset or concerned, it never works to argue with them or discount what they are saying. What it REALLY means is that the customer’s perception of what occurred is correct for them, regardless of what you think. Their experience, and how they feel about it, is the most important factor to be dealt with, and it must be listened to and understood.

If the customer is angry, their impression of what just occurred has lead them to respond with anger, regardless of your impression. This is not the time to react, but it is a time to put yourself into their place and actively listen to what their viewpoint is. You will never be able to deliver excellent service if you REACT to the customer or immediately conclude they are stupid, ignorant or unrealistic.

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