Communicating effectively with customers today

- I recently had a flight booked to fly to Colorado to give an in-person keynote speech for a company. Unfortunately, due to recent state restrictions on large gatherings, I had to cancel my flight. I understand that the airline industry has been hit exceptionally hard but I expected a smooth transaction and a refund for my ticket. Boy was I wrong? As soon as the customer service representative got wind that I wanted to cancel my flight, she immediately became hostile. I told her that I had to cancel my flight due to the new COVID-19 rules and regulations but she had stopped listening to what I was saying. She showed no empathy at all. And she wasn't very clear on what I could do to solve the issue. With all the changes that we're experiencing in customer service today, there are three key things to remember when communicating with customers. First, be sure to engage with your customers through active listening. Active listening is when you're completely focused on what your customer is telling you. You're not tuning them out and assuming you know what they want. You're not coming up with a response in your head while they're talking. You're nodding your head, acknowledging what they're saying. And maybe even taking notes. Traditionally, you may be face-to-face or in a phone communication with your customers. Now, you may be communicating via email, text or online chat. So how do you practice active listening when you're not in person or on the phone? You simply focus on what it is the customer is writing. Look for the meaning behind the words and do your best to accurately assess their state of mind, what they're feeling and gauge their satisfaction with you and your product. And if it's appropriate, smile when you're writing. I promise it'll come through. Second, make sure you show understanding to your customers today more than ever. How do you do it? Tell them. Tell them that you understand, communicate that you sympathize with what they're going through. Share stories of other clients that have experienced the same concerns that they have and that they're not alone. Let them know that you'll do whatever you can to take excellent care of them. You might say, I understand what you're going through. I just got off the phone with a client going through a similar situation. You're not alone, but I'm here now and I promise to take excellent care of you. Third, it's imperative that you clarify what your client needs, wants, and expects. It's equally important that you clarify what solutions you can provide given the new procedures, restrictions and rules that you're now working with. Repeat what the client is telling you to make sure you fully understand. That will save you countless headaches and stress going forward. Remember, if you're going to move mountains for a customer, make sure you're moving the right mountain. You can only do that through clarification. Spell out the solutions that they can choose from. So back to my story with the airlines. The representative told me there was nothing she could do. Before hanging up I said, "I thought there were new rules when you cancel flights due to COVID-19." She said, "COVID-19? You didn't mention that before. I'll give you a credit for the price of the ticket that you can use in the future." Take notice of all the ways that you are effectively communicating with your customers in this new environment. You might write them down, share them and use them often.