Cyanide & Happiness @ Explosm.net
Ever been ignored by a person like the way the girl you see in the comic? Or face someone who doesn't understand you at all and throw away all the suggestions or plea to comprehend you better? Well, take a look at this video. This video pertains to today's service industry; M1 and its campaign to want to know their customer's wants better.
As you can see while getting feedback from customers, these surveyors listen to music, and their suggestions fall on deaf ears,literally. Some companies just don't listen, apparently, M1 does.
Customer service does not only includes serving them well while they shop but also to get feedback to futher improve on the service given. Getting feedback is one thing, acting on the customer's feedback is another. The cliche saying goes "Action speaks louder than words" really is put in play here in this industry. Its goes the same as when your group mates don't listen to you when asked to do the project work properly and get you all frustrated. But of course, your groupmates do not have to impress you for anything, they fail,you fail, it doesnt make any difference.The service industry needs to impress their customers like their lives depends on it. Thats why they need to improve on it.
We learn in the psycholgical perspective, to improve the communication, the impressor has to:
- See things from the other's point of view, in this case the customer
- encode their message in clear,lively and appropriate ways to attract their customers
- use multiple channels (radio advertisements, print advertisement, TVC, surveryors, tele-marketing etc.)
- Create noise free environments
- Build opportunities for feedback and learn receiever's non verbal messages
- improve on listening skills
- lastly, study the customer's want ahead of time
If companies do not improve on their communication or listening skills like the guy in the comic, they can forget about doing any business anywhere because customers would want to "break up" with them.
