People plan to prioritize goals, and create a scheme, a strategy on what to do and how to do things methodically. Once I was considered for a job I applied for. The night before the last and final interview, I prepared my best outfit, then devised answers for questions that may be asked, such as, “Why do you like to work in this company? ”, “Do you have any weaknesses? ”, and “Why should we hire you? ” I also took from the self my favourite book, which I planned to bring. The day of the interview came.
I felt the interview praised my outfit (his expression showed). The same questions were asked. I passed the interview and was hired. But planning requires creativity to be effective (Camillus 1986). Creativity means contriving alternatives in cases of unforeseen circumstances. Waiting for the interview took a little more than an hour, which could have bored an impatient person. That was the reason I brought the book, which came in handy. Listening builds rapport and improves relationship.
Listening shows you care. On board a call center engaged in business process outsourcing (BPO), I got a call one day from a customer who was so frustrated
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Oliveros (2005) revealed that deep listening may also help promote health, not only for the listener but also for people the former may come in contact. Good customer service stands to gain new and more customers. They become more loyal to a business when treated well. While working for the same (BPO) company, an elderly customer called, asking for instructions on how to change his password in his account. I know the process is easy, but not for him.
He said he types slowly, and know very little about surfing terms such as link, left/right click, and scroll up/down, among others. He couldn’t even hear well. Nonetheless, I walked him through each steps, diligently, and had to speak louder at times for him to hear me properly. I never gave up on him until he was able to change his password. The whole process took close to a couple of hours, but the customer gave me a “Highly Satisfactory” rating, and left a comment saying I should be promoted, and will recommend our business to his friends.
We may not even be aware of it, but we are all experts at customer service (Spector & McCarthy, 2005), because each of us has been a customer, at one point or another. We know when a service is good or bad, when we see it. References Camillus, J. (1986). Strategic and management control: systems for survival and success. New York: Lexington Books. Oliveros, P. (2005). Deep listening. Lincoln: iUniverse. Spector, R. , & McCarthy, P. (2005). The Nordstrom way to customer service excellence. Hoboken: John Wiley & Sons, Inc.