Do you ever stop and think about how we get what we want or need in life? How we get help or assistance when we need it? Or how we accomplish day to day activities?
The answer is that we communicate our needs, desires, and wants to other we come in contact with. those who are better at communicating with others get more of what they want and need than poor communicators do. that's not either fair or unfair. It is just the honest truth.
No one can live by themselves anymore. We need others to assit us or furnish us with the products and essentials we need to exist in this world. We need to be able to both tell people what we want and also listen to their responses. If we are not able to do that effectively, the result is mistake after mistake and confusion after confusion.
Customer Service Training revolves around two basic skill sets. Verbal and non verbal communication and listenting skills. In other words, you need to know how to communicate from both sides. Listening to other and expressing yourself. If you cannot do one or the other, you are not performing up to your potential.
Think about the times you have been involved in some kind of problem situation. It doesn't matter where the blame lies in the situation, the fact is that one of the parties did not communicate properly and the other party did not notice that and attempt to provide a solution to that problem. Communication is a two way street and both parties must be willing to listen to the other and attempt to understand their viewpoints and needs.
Customer Service Training teaches us how to put ourselves in the "shoes" of the customer and look at things from their point of view. this allow us to understand their position and for us to discover problems in processes, rules, and procedures that may not be exactly customer friendly. the result is better communication from all parties and fewer problems and headaches.
Customer Service Training also teaches us that there is no "one size fits all" solution to customer issues. that's because no two people are exactly alike and each customer has their own idea of what is important and what matters. To think that we can have one approach or one response for every situation is absurd. I mean, it's just not possible. In order to formulate the best response, and best resolution, we need to under the customer and what the customer is looking for. Only then can we determine the best course of action.
In other words, we need to learn how to communicate.