why listening is rad, and charter cable isn’t

listening is a really big part of my job.  i often hear designers (myself included, when frustrated) say things like, “i’m just not a mind-reader!” but sometimes you can make it seem like you are, if you just listen.    it’s not always easy to get the right information out of someone who needs something done, and it can sometimes feel like you are speaking different languages.

when i meet with clients i try to employ these three skills, and these seem so obvious, but do a mental checklist the next time you’re talking to someone. anyone!  you can actually use these skills to some degree in every conversation you have.  you can even do it without sounding chumpy, if you practice.

1. ask questions in a way that will bring out information you need.
2. listen carefully to the answer, ask follow up questions, and take notes if necessary.
3. paraphrase a summary back at the end of the conversation and clear up any questions.

i feel confident that most of the time i am operating with good listening skills.  i don’t  assume that based on simply knowing what good listening skills are, but based on people thanking me for listening to them and understanding what they were saying.  more than once, even.

this morning i was reading my twitter feed on my phone, and came across an interview with Jen Kane (twitter: @JenKaneCo) about social media that delighted me.  it was largely about businesses using social media to listen, not just to talk.  businesses now have many new channels to actually hear what their customers want from them.  so, are they doing that?  and what if they don’t?  and if they want to, how should they?   her message is important, and if you want some great insight about the future of business, check out her interview here.

but sometimes i wonder . . . how will companies ever master listening skills in all these new channels, when some of them are still failing so utterly using the OLD channels?  like the telephone.

right after i watched the video, i discovered that my internet was down.  i rebooted the modem, twice.  nothing.  so i called the cable company, charter communications.  here is a rough transcript of how my conversation went.  i will skip the part where i had to enter 87 different credentials to get into the system, and i will skip the part where i am telling the robot that my internet was down and that i speak english.

robot: let’s get your internet restarted!  do you feel comfortable unplugging your modem?

me: yes

robot: do you feel comfortable unplugging your modem?  you can say “yes” or “no.”

me: YES

robot: good.  please unplug your modem and let me know when it’s complete.

me: complete

robot: did you unplug your modem?

me: yes

robot: to verify it is unplugged, are all the lights off?

me: yes (thinking to self: srsly? omg i’m already mad)

robot: good.  next, let’s—–

me(interrupting): agent

robot: we are well on our way to solving your internet outage.  do i understand correctly that you would like to speak to an agent? if yes, please say agent

me: AGENT

(hold time)

agent: hi! my name is ksdfkjkef (unintelligible name) and i will be helping you today. thank you SO much for calling! thank you for being a charter customer!  can you please tell me your home phone number, address, and your name?

me: (tells all that stuff)

agent: thanks! thanks so much! and with whom am i speaking?

me: (repeats name, even though it was given less than 30 seconds ago)

agent: ok! great!  now what seems to be the problem today? how can i help you?

me: my internet is down.  (thinking to self: dang he uses a lot of extra words)

agent: is your cable down, or your internet?

me: my internet is down.

agent: ok great! well let me just check on that for you!  can you tell me the phone number on the account?

me: the one i just gave you?

agent: yes, please!!  the number on the account.

me:  (repeats the number)

agent:  thanks!  OH!!!! i’m So Sorry To Have To Tell You This, But Your Internet Is Down.

me: yes, yes it is.  i think i mentioned that.  the robot couldn’t help me.  i rebooted my modem twice before i called.

agent: it looks like the service went down at about 12:15 am.

me: so….like, 8 hours ago?

agent:  yes.

me:  and for how many more hours will it be down?

agent:  we’d be SO happy to give you a call when it’s working again!  we have crews already working on it!

me: (thinking to self:  already? mmmkay. also: perky too early alert)  um, ok, that would be great.  but could you *also* tell me what the eta is for having it fixed?

agent: they are guessing two hours?  say, while i have you on the line!  let me just review your services with you!

me:  um NO.  no i don’t have time to review my services with you.  i am supposed to be working, for which i need my internet connection.  i don’t have more time today to give you.

agent:  well, it will just take a moment to review your current services and see what we—-

me:  (interrupting, kinda pissed) no, thanks.  i was just saying i can’t do my job, not that i wanted to buy stuff.  also, the stuff i am already paying for isn’t actually working, so if you could just go ahead and get that fired back up, that’s all i really need today.

agent:  ok!  well hold on! don’t hang up!  let me connect you to the service that will take your phone number so we can call you when the service is working again.  also, you can look on our website to find out what other services we offer!  well, you can when you have internet again.

me: um.  great, ok.

(clicking, whirring, beep beep beep)

robot:  We Are Sorry To Inform You That We Are Unable To Determine Your Phone Number At This Time And Will Not Be Able To Contact You When Your Service Is Restored.  <click>

me:  heavy sigh.