A customer service officer was attending to a senior and realised that she was using an iphone X .
CSO: “hello Madam, I see that you are a smartphone user! That’s great, you would need to download our app to access the full range of information.”
Senior: “app? What app?!” (Senior glancing at her phone)
CSO: “you got to go to the App Store and search for the app an
Senior: “wait wait, I don’t know what you are talking about. I use this phone to call my Daughter only..”
A customer service officer was attending to an elderly person and while attending to her, realised that she was using an iPhone X. “Not the best, but good enough.” She mused to herself.
CSO: “Hello Madam, I see that you’re a smartphone user! That’s great, now you only just need to download our customised app and then access all the information you will need and our full suite of services.”
Senior: “huh? App? What App?”
Communication is not a one-way street, active listening is involved, and if we don’t listen in to the people around us, how do we then create products that people would buy? How do we channel the right information to our customers? How do we meet the needs of our customers?
What would you do differently?