User blog comment:DaNASCAT/Technical Update: August 16, 2011/@comment-1393830-20110816211347/@comment-3388044-20110817070718

 Acer : I think the constant refrains of “we hear you …” and “passionate”, etc., are the result of recent attendance at a customer service seminar. It’s typical customer service, defuse-the-situation doubletalk, of which there seems to be a viral outbreak …

What needs to be learned, is that the very last thing a “passionate” member wants to be told is “we hear your concerns.” It’s like waving a red flag  in front of a bull!

And the most important thing for customer service reps to know and truly understand is that hear ≠ listen. One hears ambient music; one listens to, contemplates, and comprehends the substance and nuance created by the arrangements, instrumentation, lyrics, etc.

Hearing from a customer service person often means, in effect, turning a deaf ear. But, how can a customer know that they have been listened to, if none of the points they raise are discussed? Not discussing them translates as: they have no merit, they are not worthy of discussion.

Thanks!