What's the most important part of customer service? "Just listen," said Dayna Steele, former Houston disk jockey turned business process expert.
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"Listen to what your customers are saying. Listen to what they're asking for, listen to what they're confused about" continued Steele. Listening isn't always easy -- there are always calls in queue, angry customers and other pressures in the contact center -- but listening to customers is a key ingredient for success.
As Steele points out in this podcast, many companies spend a lot of money doing customer research when customers are already telling organizations what they're unhappy about -- if they train their customer service representatives to listen and engage.
Listen to this podcast to learn more.
This was first published in February 2014