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Casual Articles - Name That Customer Service Breakdown: Is It A Listening Problem or a Memory Problem?
Employees spend almost half of their lives in office. It is like a second home to them. However, the only difference remains in the fact that in maximum part of the working population in UK spends sitting in the office. And it is due to this fact, selecting the right kind of office furniture becomes an integral activity. Not onl
I say: “I’ll have a Diet Coke, no ice, and a slice of lime, please.”
Over half the time they either fill the glass with ice, attach a bright yellow lemon, or serve me regular Coke.
Lorayne & Lucas would say they’re listening all right, but they’re not remembering. Servers should associate what I’m saying w
Think about the situation where your company is receiving more phone calls than it can handle, not for one day but every day for weeks, the customers and prospects are waiting minutes of valuable time. They will loose their patience. And your company is loosing even more...You can solve a mathematical problem ending up wi
You might have seen these two appearing on “The Tonight Show.” Their “act” consisted of simply memorizing and then repeating in order the names of everyone in the audience during a given program.
That amounted to hundreds of names!
They accomplished several things with their wizardry:
(1) They demonstrated that memory isn’t passive; it’s an active device that anyone can learn to improve;
(2) There is no practical limit to the amount we can remember; and
(3) What is often thought to be a listening problem is really a memory problem.
It is the third item that concerns me in this article.
But before I get to that, let me throw a few definitions at you.
Hearing is registering sound vibrations. We do that all the time, whether it is the whooshing of cars outside of our office or the faint joyful voices of children playing down the block.
Listening is making sense of what we hear; interpreting it and placing a meaning on it. “Oh, those must be the kids at the playground,” we think, when we start to listen.
Remembering is recalling accurately what we listened to.
To remember, according to Lorayne & Lucas, we need to ACTIVELY ASSOCIATE what we hear with something else.
In another article I mentioned my frustration when waiters make three errors in processing my soft drink order.
I say: “I’ll have a Diet Coke, no ice, and a slice of lime, please.”
Over half the time they either fill the glass with ice, attach a bright yellow lemon, or serve me regular Coke.
Lorayne & Lucas would say they’re listening all right, but they’re not remembering. Servers should associate what I’m saying w
Who knew that a retailer's once-valuable and suitable point-of-sale system would become as useless as an old, antiquated typewriter? And then curse the day they got it? It happens. And worse, it keeps them operating at lower standards than other retailers who have stepped up to better technology.Technology always changes
They accomplished several things with their wizardry:
(1) They demonstrated that memory isn’t passive; it’s an active device that anyone can learn to improve;
(2) There is no practical limit to the amount we can remember; and
(3) What is often thought to be a listening problem is really a memory problem.
It is the third item that concerns me in this article.
But before I get to that, let me throw a few definitions at you.
Hearing is registering sound vibrations. We do that all the time, whether it is the whooshing of cars outside of our office or the faint joyful voices of children playing down the block.
Listening is making sense of what we hear; interpreting it and placing a meaning on it. “Oh, those must be the kids at the playground,” we think, when we start to listen.
Remembering is recalling accurately what we listened to.
To remember, according to Lorayne & Lucas, we need to ACTIVELY ASSOCIATE what we hear with something else.
In another article I mentioned my frustration when waiters make three errors in processing my soft drink order.
I say: “I’ll have a Diet Coke, no ice, and a slice of lime, please.”
Over half the time they either fill the glass with ice, attach a bright yellow lemon, or serve me regular Coke.
Lorayne & Lucas would say they’re listening all right, but they’re not remembering. Servers should associate what I’m saying w
After completing their translation training programmes at higher professional education or university level, many students can’t wait to set up as a freelance translator. However, gaining a foothold as a freelancer in a very competitive translation market may turn out to be a pretty complicated business. Translation agencies are
But before I get to that, let me throw a few definitions at you.
Hearing is registering sound vibrations. We do that all the time, whether it is the whooshing of cars outside of our office or the faint joyful voices of children playing down the block.
Listening is making sense of what we hear; interpreting it and placing a meaning on it. “Oh, those must be the kids at the playground,” we think, when we start to listen.
Remembering is recalling accurately what we listened to.
To remember, according to Lorayne & Lucas, we need to ACTIVELY ASSOCIATE what we hear with something else.
In another article I mentioned my frustration when waiters make three errors in processing my soft drink order.
I say: “I’ll have a Diet Coke, no ice, and a slice of lime, please.”
Over half the time they either fill the glass with ice, attach a bright yellow lemon, or serve me regular Coke.
Lorayne & Lucas would say they’re listening all right, but they’re not remembering. Servers should associate what I’m saying w
Does your brand evoke an emotional response? Does your brand create loyalty? What would make your clients eager to pay for your products and services? If you answered “yes” to the first two questions, you don’t need my expertise. However, if you want to know how to attract your perfect client through brand marketing, howeve
Remembering is recalling accurately what we listened to.
To remember, according to Lorayne & Lucas, we need to ACTIVELY ASSOCIATE what we hear with something else.
In another article I mentioned my frustration when waiters make three errors in processing my soft drink order.
I say: “I’ll have a Diet Coke, no ice, and a slice of lime, please.”
Over half the time they either fill the glass with ice, attach a bright yellow lemon, or serve me regular Coke.
Lorayne & Lucas would say they’re listening all right, but they’re not remembering. Servers should associate what I’m saying w
We've all heard of those high-end luxury brand watches like: Cartier, Piaget, Rolex, Technomarine but because they cost many hundreds, even thousands of dollars they are simply out of reach of most people's budgets. It's like, should I get a second car or buy a Rolex and for most people it's clearly the second car. Let's face it
I say: “I’ll have a Diet Coke, no ice, and a slice of lime, please.”
Over half the time they either fill the glass with ice, attach a bright yellow lemon, or serve me regular Coke.
Lorayne & Lucas would say they’re listening all right, but they’re not remembering. Servers should associate what I’m saying with ABSURD images, because the more unusual the images, the easier it will be to remember what they stand for.
They could envision a fizzy Coke spilling over the edge of an ultra-skinny glass without any obstacles, and me spilling from the glass while grabbing a bright green, metallic lime tree to save myself.
To remember my order all they would have to do is to see that image.
Of course, servers do have listening problems, too.
Those that start sneaking away from our tables before we’ve finished speaking, are also poor listeners.
Restaurants and all businesses would be wise to teach both listening and memory skills, and if they did, they’d have happier customers and make more money.
(Now for your Memory Quiz: What was the title of Lorayne & Lucas’ book?)
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