We need to be “Active Listeners.” We need to be “Critical Thinkers.” We need to find the “Root Cause” and determine the “Core Need.”
You hear similar statements all the time, and, yes, these are all important things, but what do they really mean? Here are some examples:
You’re a fan relations representative for a pro sports club, and the season ticket holder asks if they can relocate from their seats to a certain section with no availability. Instead of simply saying “No,” ask “Is there something in particular you like about that section?” You might uncover a reason for their move that could be addressed elsewhere.
You work for a local municipality, and the developer says they need a permit. Instead of assuming what permit they need, you could say “I’d be happy to help you with that! Tell me a little about the project so I can best help you get started.”
You work for a hospital, and the patient says they “need a smoke.” Of course, it’s a smoke-free campus, so you say “Unfortunately, we can’t do that since it’s a smoke-free campus, but help me understand what you’re feeling that’s making you want to smoke, and maybe I can find a way to help you.”
If you are someone interested in being an “Active Listener” or a “Critical Thinker,” someone interested in “Root Causes” or “Core Needs,” that’s a good desire to have – especially in customer service. But don’t get too hung up on the fancy terms. Look at the three examples just provided to truly understand what’s being suggested by those terms:
- Be inquisitive; ask questions – they show you’re engaged and care.
- Understand their goal, so you can better understand potential solutions.
- Don’t make assumptions – you might waste your time and that of the customer by going down the wrong path based on misinformation.
- Be patient – don’t hear the symptom and think you know the root cause.
- Restate your understanding of the person’s needs; ensure you know so specifically what they want that you can address it right the first time.
Practice Active Root Core Thinking…or just plain old good communication skills.
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