Customer Service, Assumptions and Listening

I was at the co-op yesterday and saw the booth selling phone calling cards.  I keep wanting to ask about them but always forget because mainly I don’t really need them.  Yesterday I had the time and decided to ask.

Me:  How much are the calling cards?

Salesperson:  This one is for 3.5

Me: What are the rates?

Salesperson: 70 minutes to Egypt.  [He assumed I only wanted to talk to Egypt]

Me: (Trying to calculate the minute rate to compare to skype, but that’s too difficult and I was also carrying a squirmy baby)  Can you tell me the minute rate.

Salesperson:  It is 3.5 KD for 70 minutes [He didn't listen to my question and gave me a totally different answer than the one I needed]

Me:  Can I use it from my mobile phone or does it have to be a landline?

Salesperson:  No, only from Skype.

Me:  But I already have Skype, I want something to use from my mobile phone.

Salesperson:  We have another type but they are too expensive for you, buy this one. [He assumed it was too expensive, I found it rude and offensive]

Me: Yes, but I need something to use from my mobile phone.

Salesperson:  No they are too expensive.

Me:  I understand but I don’t want to talk from my PC.

Salesperson:  They are too expensive for you

And this is where I walked away having not bought anything.

I am not trying to make fun of him or complain about customer service, even though it was quite bad.  I was curious and really did want to try the service, even the Skype cards seemed like an interesting option and they are the same price as buying credit online  (I did the math right now using a calculator).  How many times do we have conversations with people where we assume and don’t really listen to what they have to say even though they are being quite clear?  Had the man taken the time and interest in my questions I might have taken interest and bought something instead I am taking my business elsewhere, especially that these cards are available everywhere.  Human relationships are exactly the same thing.

You have to listen carefully to what the person talking to you is saying.  You have to ask questions if you don’t understand or think you might not have fully understood their intended meaning.  You have to avoid making assumptions and if you do feel the need to make one, then ask the person if your assumption is true.

As the person on the other side, you also have to be patient enough to explain your ideas and thoughts.  If you don’t feel the person is correctly receiving then try a different approach.  In life you can’t always take your business elsewhere.

Invest the time and energy in your conversations so that eventually you get some return on them.

The more the merrier

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