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Curiosity killed the cat.
In keeping with Wikipedia, this saying first appeared in a 1598 play, Each Man in His Humour, by English playwright Ben Johnson. The next 12 months, Shakespeare used an identical quote in A lot Ado About Nothing. The intent behind this saying is to warn of the hazards of pointless investigation. …
In different phrases, watch out pushing for extra data. Realizing extra will not be at all times finest.
That could be the case for the cat, however it’s not so on this planet of customer support. A very good customer support rep, salesperson, or anybody interacting with a buyer must be curious. And that type of curiosity exhibits up within the questions they ask.
Right here’s one other quote so that you can ponder, and this one is from Dan Sullivan, founding father of the Strategic Coach program. He says, In a world the place everyone seems to be vying to be probably the most attention-grabbing, be the one who’s most .
In different phrases, be curious. Sullivan says to ask real questions, actively hear, and take the chance to get to know purchasers and prospects anytime you have got contact with them.
The concept of curiosity in customer support is straightforward. Ask extra questions. When you perceive what the client is asking for or what the underlying situation is, ask extra questions for the aim of readability and understanding.
Sure kinds of questions are higher than others. For instance, open-ended questions can help you collect extra data. An instance could be, Are you able to please inform me what was taking place proper earlier than the issue started?
A follow-up query equivalent to, Are you able to elaborate on that?
exhibits you’re actively listening. You might even let the client know you’re taking notes. However watch out about asking too many closed-ended questions.
These are questions that require easy sure or no responses. You don’t must keep away from them altogether, however too many sure/no questions may make a buyer really feel like they’re in a courtroom being cross-examined by an unfriendly lawyer.
Your objective is to understand what the client wants, and asking the fitting questions exhibits you might be in serving to the client. It additionally demonstrates empathy, as the fitting questions present you take the time to grasp the client. And the fitting questions construct belief. They assist make the client really feel as if they’re valued and heard.
Curiosity could have killed the cat, however it would give life to your buyer relationships!
Shep Hyken is a customer support/CX professional, award-winning keynote speaker, and New York Instances bestselling creator. Study extra about Shep’s customer support and buyer expertise keynote speeches and his customer support coaching workshops at www.Hyken.com. Join with Shep on LinkedIn.
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