Listening to Customers Quote – Ross Perot

Listening to Customers Quote – Ross Perot

“Spend a lot of time talking to customers face to face.

You’d be amazed how many companies

don’t listen to their customers.” Ross Perot

Active listening is the key element in communications with your customers. Whether face-to-face or over the telephone, you must not only hear what customers are saying; you must get their intended meaning. To do this you must stop everything else you are doing and focus on the customer. You also have to receive, analyze and respond appropriately to their messages. Anything less will likely lead to a service breakdown and damage to the customer-provider relationship.

Former U.S. presidential candidate and businessman, Ross Perot, summed this concept up in a statement he once made:

Listening to Customers Quote - Ross PerotFor strategies and techniques to improve your listening skills when dealing with customers, get copies of How to Be A Great Call Center Representative and Customer Service Skills for Success.

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Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

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In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

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