Purchasing and Negotiation Training

Editors note: Steve writes, speaks, and consults on customer service.

The best communicators are people who have learned that good communication happens when someone speaks and another person hears, qualifies, and then understands what was spoken. Never underestimate the power of good listening, especially when it comes to capturing details.

Paying attention to the other person’s verbal and non-verbal subtleties requires that a business professional take the time to note the particulars in writing. Writing down key facts about a customer’s name, location, order quantity, shipping details, due date, or part number are all essential pieces of information not to left to memory. A professional should always have something to write with and something to write on.

At a minimum, four key questions must be answered during every customer service encounter. The easiest way to recall these key questions is to remember four simple “W” words: WHO, WHEN, WHY and WHAT. Here is the methodology:

• WHO – The person, his or her title, company, department and location.
• WHEN – Initial contact date and time, due date, shipping date, and follow up date.
• WHY – Why did he or she call us? That is, the purpose for the customer’s call.
• WHAT – What do they want from us? What is their expectation?

Capturing details using this approach will enable a business professional to be more effective. Getting the information right the first time reduces the need for follow up, rework, returns, and strained business relationships. Even in this age of computers, laptops, and PDAs, from time to time pen and paper still work best.

I learned a number of years ago that the person with best notes always wins. The discipline of concentrating on and qualifying and capturing essential details will pay off with success in business. World-class organizations have learned to be courageous listeners. This means they dare to ask questions when they are uncertain of their facts or believe they have incomplete information. It’s as simple as that.

One of my clients has, with a simple phrase, heightened their service vernacular and the satisfaction of their customers. That phrase is: “Here’s what I can do.” This axiom is posted in the workstation of each of their customer service representatives, to keep it at the forefront of their mind. It produces two key benefits: (1) it keeps the door open and, (2) it gives the service representative something to say while he thinks creatively about how to respond to customer demands. When it comes to keeping customers satisfied and the door of business opportunities open, a little time may make all the difference.