Archive for June, 2012


New Age of Technology; have we lost the skill to speak with customers?

So many amazing devices and tools we now use to communicate with customers digitally have been a large benefit at the touch of our fingers. We seemed to have lost the skill on how to speak directly with a customer in person.

Having this benefit of communication creates a dismay in speaking skills & customer service when coming face to face with the customer themselves. Why? Is it because we have become so lazy to take advantage of technology that we overlook the customer’s voice? Do we assume that we know what they want & need?

I feel we have in my opinion. Just like we fail to take a moment to send a hand written card to a customer but instead we send an email. Customers still want that interaction in person from a live person; it’s the original way of life to be living social.

During my time of being an Internet Sales Manager one customer comes to mind. I received a lead on a 2004 Dodge Ram. I responded and the gentleman and I hit it off. Great conversations and after about 2 days of consistent emailing he wanted to meet and purchase the truck. At that point I assumed I knew everything about him. What did I know? He arrived to the dealership, we shook hands and exchanged a few words & that was it. I tried to strike a conversation with him but he was not about it at all. Only about 10-15 words were spoken by him. Did I assume I knew too much about him as our emails were in depth of great conversations but his goal was to purchase and leave with his truck. Never assume you know everything about a customer as they can surprise you.

Assuming the customer’s needs can bite you in the behind before you know it.  Listening to the customer and reacting in a positive way can help you achieve the best customer satisfaction because you had taken the time to LISTEN. Failing to listen will create negative results in your customer service skills.

Text Messages, Emails, Skype, Facebook & all those types of digital communication can be interpreted in a wrong way as you are dealing with a live customer LIVE CUSTOMER! Don’t forget that. Online consumers are smart and they deserve to have live customer service.

Have you found yourself in a position of forgetting how to take on the live customer since technology & digital communication has taken over our lives to make it easier?

All views & opinions are solely based upon the author only – Jennifer Schrader