Customer Service

Bite Your Tongue Before Interrupting

There are several important reasons why we should pause and not interrupt those who we are listening to. First, pausing allows us to listen to everything the person who is talking has to say. Second, it allows us to make proper responses to what was said. Last, it is a sign of respect and etiquette to not interrupt another person while they’re speaking.

When we pause, we give the person who is talking time to say whatever they need to say. During this time, we listen and internalize what is said by the other person. If we have questions, we can save them for when the other person has paused for feedback or when they’ve completed. By pausing, we are able to form proper responses to what the other person has said. Oftentimes, a question arisen while the other person is talking is resolved by something they say soon after. If the question isn’t answered, or clarification is needed, it should be asked during an appropriate pause from the speaker. We save a lot of face by avoiding inappropriate questions. Ultimately, even with the practical reasons with why we should pause and listen, it’s also a sign of respect and common courtesy to not interrupt. Whether the interruption was intended to be offensive or not, some people might take offense with being interrupted while they are speaking. We need to take into account the feelings of the speaker and wait for the appropriate time for comments and questions.

Pausing and avoiding interruptions while listening to other people is very important and an essential part in the development of listening skills. With the application of this idea, many potential problems stemmed from miscommunication can be avoided and more pleasant interpersonal communication will result.

Reflection

This assignment was a great reminder about the importance of listening when communicating with others. One of the problems plaguing people in our society today stems from the fact that very few people spend time listening. People are often entirely centered around their own world views, their own personal problems, or simply are distracted by things around them and don’t spend the time or attention to listen.

If there was one thing I considered the most important in this class, this would be it. In terms of being a great customer service person, listening and “biting your tongue” is the best way to show customers that you care. As is discussed in many parts of the book, many people problems can be diffused simply through listening to the other party, understanding what they’re saying, and putting forth positive action to solve any problems. Without the first step of listening, there’s no way we can understand or solve the problem correctly.

Analysis of the Marshall Field’s Quote

Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Those only hurt me who are displeased buy do not complain. They refuse me permission to correct my errors and thus improve my service.

-Retailing pioneer Marshall Field

This philosophy of Marshall Field is something that many people should read and understand. It explains the value of criticism and complaints and why it can be an injustice to not express one’s displeasure because of someone else’s actions. Companies need to receive complaints so that they can fix problems that create unhappy customers. Without those complaints, that problem may continue in the future hurting everybody involved, customers included.

Complaints and criticism are probably the most valuable of all opinions we can receive. Without these opinions we could continue making the same mistakes and possibly be ignorant of that fact. By expressing displeasure to a company, the customer gives that company the opportunity to correct their actions through some sort of restitution, the ability to learn from their actions, and the ability to correct those actions in the future. Not only does this help the customer who is having the problem, but could prevent the same problem from happening to other customers in the future. Ultimately this would be a win-win-win for everybody involved: the unhappy customer, future customers, and the company itself. Of course, if the customer doesn’t express their unhappiness, it’s a lose-lose-lose for everybody. The unhappy customer remains unhappy with the service, future customers chance to have the same problem happen to them, and the company itself suffers as well (possibly in ignorance of any wrongdoing).

Complaints are valuable resource and customers shouldn’t shortchange themselves and others by keeping their complaints to themselves. If they express their unhappiness to the company that offended them, they give that company a chance atone for their mistake, which ends up being a win-win for everyone.

Reflection

Interestingly I would consider this as the second most important lesson to learn from this class (despite the fact that this reflection was required for the assignment). Not only describes the importance considering and taking positive action with criticism and complaints, but it also describes the “duty” of people to complain in the first place.

Just about everybody could describe a situation where someone wrote off a complaint without taking action. There could be a number of reasons why someone could write off a complaint: perhaps the complaint was overly harsh, perhaps the complaint receiver’s ego got in the way, or perhaps the complaint wasn’t descriptive/explicit enough. Regardless of why someone might be tempted to write off a complaint, every complaint has at least some value and each deserves the same level of consideration and diagnosis.

Complaints and criticism, regardless of how they’re delivered, are a essential part of creating worthwhile customer service solutions. Companies that truly consider all complaints stand a much better chance to become a A-plus type company where customers will want to shop.

Creating A-Plus Value

If I were to create a restaurant in West Valley City I would create on that served healthy American-style favorites in a relaxed fast food environment. The restaurant would serve nutritionally balanced food with a focus on speed and cost. Of the five things I would focus on to create A-plus value, I would choose: actually healthy food, fast service, low-cost meals, happy and engaged employees, and a relaxed “high value” atmosphere. Most restaurants that focus on “healthy” food often fly in the face of caloric requirements for a given meal and as such, I would create meals with the philosophy that someone could eat at the restaurant for every meal yet maintain a healthy weight. Another problem with traditional “healthy” restaurants is they aren’t very fast. If someone is in a hurry, they’re often forced to go to unhealthy fast food restaurants such as McDonald’s or Wendy’s. The goal of my restaurant would be to compete with the speed of these fast food restaurants without sacrificing the healthy value. Further, most “healthy” restaurants cost much more than their unhealthy restaurant counterparts, usually three to five dollars more. My restaurant would feature prices comparable to the unhealthy restaurants. Next, most restaurants of today don’t foster a setting which facilitates happy and engaged employees. These restaurants usually don’t engage in programs which have been shown to engage employees and make them happy to both be at work and be serving the customer. My restaurant would use these programs and would stand apart from the competition as my employees would show the customer an entirely different experience. Finally, the restaurant would feature a relaxed atmosphere and culture where those who aren’t in a hurry could stop by and enjoy amenities such as free Wi-fi, swanky art, and trendy alternative music. In conclusion, with these five elements I’m confident I could create an A-plus restaurant that would stand the pressures of competition and be something that people would talk about.

Reflection

Imagining the ideal business is a great exercise in conceptualizing what great customer service looks like. Beyond that, it’s a great way to pull potentionally amazing ideas out of the brain and into the light where it can be analyzed in detail. This particular restaurant I’ve described is an idea I’ve had rattling within my head for a few years and it was a positive experience putting it down to page.

Perhaps this idea might become reality some day as with proper planning and implementation it very well may be a hit!.