Customer Relations – company culture and listening

If we take an example of Google, it is known to have an easy, interactive, relaxed and a strong corporate culture. They do believe in work to be challenging but they also believe in that challenge to be exciting and fun. They also don’t have formal clothing like all other companies do because their principle is that “one can always be serious without requiring wearing a suit” (Basch, 2003).

IBM focuses more towards their sale strategies and the culture is sales centric.

Intel however is regarded as an open and a free source culture because it makes it software an open source for everyone.

Honda on the other hand is a company that enjoys a collective effort open culture. The team members work collectively along with the high level managers and are treated equally. The opinion of the teams’ members matter equally as that of any other high level manager of the company and this culture of theirs determines their never ending success.

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The consideration for it’s employees is the highest in Honda (Basch, 2003).

Question 2: What are the three major elements that complicate listening? Give customer service related examples of each.

Three major elements that complicate listening are :

Drifting of attention:

Example: Mostly we tend to get distracted by other thoughts occurring in our mind which also drifts our attention and therefore makes it hard to identify what the customer is actually asking for. One should focus on every call as if it is ought to be the most important call for the day.

Interruption:

Example: Mostly we tend to interrupt the customer by giving our views and perspectives and lose concentration on what the customer is saying. One should be more determined towards the willingness of the customer to talk rather than trying to get your turn to speak.(Reed, 2007)

Judgments:

Example: One of the major elements that complicate listening is making judgements about the customer. This is where one totally lose track of what the customer is saying because we are busy making judgments about how impolite or rude the customer is or maybe how improperly he talks. Don’t jump to conclusions rather be attentive when interacting with your customer (Blanchard, 2004).

References

Basch,M.D. (2003). Customer Culture: How Fedex And Other Great Companies Put The Customer First Everyday. FT Press.

Blanchard,K. (2004).Customer Mania! It’s Never Too Late To Build A Customer-Focused Company: Free Press

Reed,D.R. (2007).A Culture Of Service … Creating Customer Service That Lasts.Revised ediditon:CornerStone Leadership Institute.