As you strive to understand your customers’ needs, keep in mind that there is often a difference between what a customer says and what she really means. Reading between the lines and interpreting these hidden messages correctly is essential for effective customer service.

Follow these examples:

 

• A customer asks, “Who’s responsible for this?” What she may be saying is, “I can’t believe you permit such shoddy work.”
• The phrase “I have a real problem with this” is usually code for “You led me to believe you’d treat me differently, and look what happened.”
• When a customer mentions other people in a complaint, as in, “My boss (spouse, relative, friend, colleague) is really upset about this,” it is usually a warning of negative word-of-mouth. The hidden message is: “I’m upset, and when I tell others about what happened, they don’t blame me for being upset.”
• Take special note of the query, “Can you tell me who can help me with this problem?” It indicates, “I’ve called several times and no one can answer my questions.”
• “I want a refund” sounds straightforward, but it also means “I want someone to pay attention to my problem and make things right.”

Of course, hidden messages are only detectable within the context of a conversation. Rely on your knowledge of the individual customer and your instincts.

Listen to what the customer is really trying to say. Then use your communication skills to engage her in a productive dialogue.

Filed under: Customer Service Corner