May 6, 2021

Listening, understanding, knowing and using names is an important issue for effective consumer service delivery. The importance of listening is revealed when Susan deals with one of her angry clients. That is, Susan listened to her client Rant concerning the time conflict that occurred on the lap swim times. Owing to the fact that she knew that some customers emotional overtones were often subject to other unrelated domestic woes, Susan listened to the customer without interrupting her. Thereafter, customer went out in protest, claiming that she would not come back. However, when the customer returned, Susan politely requested her to propose a course of action that could be taken to rectify the problem once and for all. Contrary to expectation, the customer apologized for her misbehavior and afterwards she became a regular customer. This resolution was reached as a result of emotional intelligence that Susans listening and understanding skills offered. The article was prepared by

Secondly, knowing and using names is also crucial for service delivery to the customer. These two aspects are reflected when Susans older adult clients reported that she felt bad because her instructor did not even mind asking her name. In accordance to the older adult clients, failure for the instructor to ask them their names made the lessons less enjoyable.

The course of action by Susan is an act of intelligence and understanding. This is a product of understanding on her part, because consumers are human beings with emotional feelings. Consumers are human beings, they love and appreciate and expect respect and understanding from those they are dealing with.

Often customers feel appreciated whenever they are asked to share their opinion on how their concerns could be addressed. This is because customers understand their role as far as business success is concerned. Moreover, customers understand that they are the ones who have employed the operator. Clients appreciate the fact that they are stakeholders in the business. Therefore, customers feel bad when an instructor fails to appreciate the hard-earned cash they offer him/her as a payment for the services he/she renders to them. This is when he/she feels that an instructor appreciates his/her money and strives to ensure that he/she comes back another time.

Perhaps Susans approach may fail to meet expectations of some of the customers. For instance, if Susan had met a customer who was less apologetic, a client who perceived that her time has been wasted due to proprietors negligence; then it would be insulting to ask some clients to propose a solution, like Susan did in a bid to prevent such a problem from re-occurring when in the first place client’s time has been wasted. However, with a smile on the face and appreciation from the business owner, she could easily calm down a customer.

Therefore, it is important to make sure that the consumer (client) feels appreciated and not ignored; in such circumstances a smile would act as a bridge. Alternatively, one can listen to the customer’s outburst of anger and invite him/her for a cup of tea or coffee to mend fences when he/she has cooled down. Another alternative would be to keep quiet while the customer is talking, but maintain eye contact without showing any emotional remorse. This would then be followed by an apology for the mistake committed and a promise delivered to correct the problem.

Identifying and using a customers name when interacting with him or her is the best tool because it shows business operators commitment to the clients. The client would feel more appreciated and respected when words like Mr. Jackson or Mrs. Johnson are used towards them during the conversation. That is, one feels more secure when dealing with characters that he/she known and trusts. Being known translates to being understood; a customer senses some commitment of retention on the part of the business owner. However, a failure to note and use names in reference to the customers insinuates that the customer is worthless.

In addition, the general rule of friendship begins with knowing ones name and using it when referring to the person. Anyone who knows the other persons name is closer to him/her than the one who does not. The former is crucial for customer service and also is a good incentive for business. It contributes to success if customer service requires skills and knowledge that can be supplied by humans.





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