do you know what your customers want? How
can you find out what your customers need?
Finding the answers to these questions
requires you to listen carefully to your customers. Hopefully, your
answers reflect some of the skills we talked about in Listening
for Understanding. You will need to practice those skills and give
your full attention to the customer in order to communicate with
Giving someone your full attention
isn’t always an easy thing to do in the workplace. In many
instances you may be called upon to block out multiple distractions,
such as taking calls or dealing with other employees while
talking with a customer. Although it may be difficult, your
main focus should be your customer and what they are requesting.
Try not to judge your customer as “bad” because s/he has a
complaint or needs further assistance.
do you think employees sometimes judge their customers?
Have you ever returned an item to
a business or needed further assistance and felt as though the employee
did not want to help you? How did this make you feel?
you are with a customer in situations such as these, your ability
to communicate effectively will make everyone a winner ~ you,
the business for which you are working, and, most importantly, the
This program was developed
by the West Virginia State Department of Education, the West Virginia
Workplace Education Program, and the Regional Education Service
Agency (RESA) V.