Listen (sound)

listen hey how's that listen can't hear you have to talk a little M louder listen well you don't have to shout I'm not de you [Music] know I'm delighted to be appearing in this film today for two reasons one I believe that what we're going to discuss is extremely important to all of us because it affects our company and whatever affects the company must certainly affect each and every one of us the other reason is that well to tell you the truth I love an audience so let's get on with it when I was a boy my dad called me into the living room and he said sit down I sat down and he said now listen dad always called me listen he said I'm going to tell you about the birds and the bees and he did and you know for 6 months I went steady with a sparrow well today we're going to tell you about the birds and the bees but please don't anyone leave the room in alarm because I assure you nothing will be said here today that will be shocking to any of your ears well in a way I hope that it does shock an ear or two and this is the reason in our observations during the preparation of this program it became more and more apparent that one word was the guideline for you to follow to the successful fulfillment of your objectives one word that could mean to you if carefully handled successful telephone contacts and that word well you may have guessed by now six letters l i s t n listen and we don't just mean listen with the ears to what's being said oh no we mean much more than that we're talking about listening with all of the senses to what's not being said listen to the pauses in a customer's conversation listen to the inflections in his dialogue many times if you can read into those pauses and inflections what he is trying to say but is not actually giving voice to you you can read volumes of valuable information now what do we mean by the birds and the bees well first of all what is a bird well a bird is a winged creature that chirps a lot flies all over the place and wakes us up in the morning so a bird is a customer heaven knows they chirp a lot tnf orders prove that they fly all over the place and the call from a customer is enough to wake anyone up in the morning so a customer is is a bird but they are our customers we're dependent on them so bless our fine Feathered Friends now what is a be now when that customer or bird has a problem he's going to call the telephone company and when he does it's your telephone that will buzz and when you answer it you will be to that customer the telephone company you will be each and every Department in the telephone company that it takes to solve that customer's problem and you will ultimately be the source of satisf ction to that customer so you are the beads now today we're going to introduce you to four birds or customers if you prefer the customers you're going to meet are not representative of any specific type of customer or groups of customers they're more of a popery of all the customers in all the world the problems you may be able to relate to however because certainly there are more customers in this world and there are problems so some of these may seem very familiar and now if for the next few minutes you will imagine that I am a girl no no no no no let's rephrase that if for the next few minutes you will imagine that a service representative is a man I think we'll get along much better we will meet our first bird who happens to be the Road Runner and if you've ever seen the road runner in the movies you know that he travels around at a pretty fast beep clip well this road runner is off on a trip and he needs help so he calls the telephone company his tra Travelers Aid Society and asks for that assistance let's find out what happens when the Road Runner calls the business office for help listen uh Mr Rizo hey that's you this is Mr Rizzo may I help you my name sheach gupi Bach gupi that's right B A CCI I galup I'm quite aware of the spelling sir how may I help you well I tell you I want my telephone shut up shut up that's right I'm moving you mean you wanted disconnected that's right shut up I'm moving it to 125 of be Street in the Anaheim I'm going to get a new one there was that lovely so let me ask you a question right can you arranger for me to get a new telephone and my new house no no no no no we don't transfer records out of the city if you were moving within San Francisco by yes then we could yes well how am I going to get a new telephone and I'm high well you just have to call them when you get there do I got to talk to some more about the credit oh yes I imagine they'll want that information macaroni can you not send them my record no no no no isn't that the Pacific telephone well it may be I'm really not sure however we do not transfer out of the city all right just a shut up of my phone yes sir what is your telephone number please 362 0170 three yes hold the line a moment I'll get your [Music] record 36 [Music] de should take long time son the hits your I like a big p pie that's a messy maybe this a guy went home for the night all right Mr balobi I have them now when would you like your telephone disconnected how about the one week from today that would be Friday the 24th that's right all right and where shall we send the bill you mean I got to pay to shut him up well no but there will be the charges for your telephone until we disconnect now where shall we send that all right to 125 B Street Anaheim Califoria you like I told you already once no where will you leave the key what the key well the key to the apartment you're in now so we can take the old telephone out the landlord she's an apartment air fine we'll have our plant man talk to her the plantman what's wrong with my garden for goodness sakes no no no no no no no the plant man is the man that will take your old telephone out for us don't you understand I thought yes that's quite all right now if you'll allow me to recap please we will disconnect your service at 550 to Del apartment see September 24th and the fin Bill W Street Nim California the depart manager for of the old telephone is that correct sir Mr bope that's quite all right sir we'll take care of you oh and so our road runner is off to anahim but when he gets there he's going to have to wait quite a while for telephone service because our service representative wasn't listening it also took him quite a while to get the records because he wasn't listening and you probably realized that he gave out some incorrect information also due to a lack of listening which we'll talk about later but now let's see what might have happened had he listened hello my name is sheach galup b a CCI i g a l u p i that's right I want my telephone shut open yes sir what is your telephone number please that's 362 0170 362 0170 Hold the Line a moment sir I'll get your records pretty sorry to keep your waiting sir are you moving that's right I'm moving to Anheim oh and will you want new telephone service in that area sure hey can you handle them for me well I can do this for you sir I can transfer your records and have the Anaheim business office call you about telephone service will that be all right that's nice I see when can they call well would tomorrow be all right and can they reach you on this telephone number sure now when will you be leaving and what will be our new address 125 B Street and I'm will moving the next Friday the 24th fine now when you leave Mr baloi we would like to take the old telephone out of your San Francisco apartment can the landlord let us in well I guess so where would we find him Apartment A excellent now if you'll let me double check this to be sure that it's correct we will disconnect your present telephone which is 36270 that's right on the 24th and I will have the Anaheim business office call you tomorrow about new telephone service at 125b Street oh and if we may we will mail the final bill for your San Francisco telephone until it's disconnected on the 24th to that address that's fine thank you well thank you Mr goodbye goodbye and so now the Road Runner is off to Anaheim with a totally different feeling and shortly after he arrives he'll have telephone service because the service representative listened and gave out correct information and he also takes with him a pleasant memory of a telephone contact in our area now probably the most famous bird to the history of man is the Nightingale it certainly has one of the most familiar voices while our business office has its night Andale as well and all the girls are familiar with her voice because they've all taken turns talking to her but she is a customer and she does have a real problem listen hello honey this is Grandma M oh hello Grandma mod sorry to bother you dear but my telephone was disconnected before it was supposed to be what do you mean before it was supposed to be well I'm moving on Friday day and I called the girly and the girly said that she'd have the new telephone turned on then well this is only Wednesday D well they turned off my old telephone I'm giv a swinging party tonight and I went to call the store and it was dead and not the store Deary the telone little bit levity there well what did you want us to do tur it back on well sure honey I had to get on my motor scooter to come down here and and call you up on the pay phone I had to break open Sunny's piggy bank to get a dime of course he won't care left home 30 year ago well we'll see what we can do all right will you call me back oh yes what's your telephone number 465 3214 fine I'll call you in 1 hour oh thank you [Music] ringing ring aing well I have a feeling that ring aing is going to have some trouble getting back to Grandma M because if he were really listening he'd realize that that telephone is disconnected and how in the world is he going to call her back when it will surely take it longer than one hour to get back into service now let's see what listening might have done hello honey this is Grandma M Colin hello Grandma M sorry to bother you da but my phone was disconnected before it was supposed to be oh I'm sorry if we've made an error no I guess it's not your fault but I'm moving on Friday and my new telephone will be turned on then I sure would like to keep the old one working I'm in the pay phone now certainly you should have your telephone we'll have someone call you as soon as it's working what's your telephone number 465 3214 and you'd better give me the address you're moving to so I can double check on that well I move into 555 Mission Street oh yes I have those records here as I say we'll have someone call you as soon as it's working oh thanks de you know I'm having a party or it to be a jazero jaeron and I think well I have a feeling that since ring aing listened this time and because he gave Grandma mty correct information and told her that someone would call her back but not necessarily he and certainly not in 1 hour but when the telephone was in service again he's liable to wangle himself an invitation to that party now if you've ever gone into a pet shop you have certainly seen the Mina bird or the parrot and if you have you know that they repeat everything they ever hear but they don't understand one word of it listen yeah y this is all wrong I know it I know it yeah this is a long but I have your records here sir now what seems to be the trouble yeah well I pay on you keep charging I send some money on you charge me again $26 I pay once on you keep charging again over the $26 I don't know yes I see that but now don't you really think so well I'm wondering what I can do pay well you see now the first month so the first month of July you had $480 regular service charge now it was in July now you call $15 call now you made that payment the next month made up before able to record your payment simped don't you see why you should have just deducted the $26 from your bill it's as simple as that are you there I pay all your charge what happen your account seems clear now you should receive the credit of the $26 on your next bill yeah yeah Credit Credit I'm that yes do you understand now yeah yeah sure you're right I I uh well I don't know I you I sure I understood why do you think I am a dummy or something well I'm glad it's all clear now sir yeah a z I think and he's not sure whether it's a Zan Aloha till we meet again or what have you because when that customer hung up he was really hung up and why he might have been a little afraid to get involved in this kind of a problem so he wasn't listening now let's see what might have happened had he listened yes this is all wrong I know it well I have your records here sir shall we go over them together no yeah yeah maybe straightening it out we can once I paid $26 and now again you charge me I'm awfully sorry if you've been inconvenienced have you your January bill I paid it well first have you any question what the $26 was for no no well then you paid the $26 however each of your payments should be in our office by the 15th of each month to be listed on the new bill oh yeah now that payment did not arrive until the 16th or perhaps the mail was slow and arriving it does happen you know the $26 payment is showing on our records although we weren't able to show it on but what do I do now well knowing that you made the payment you can just deduct the $26 from this bill and pay the remainder will that be all right yeah now if you'll mail it right away we'll be sure and take proper care of it when it arrives or if you'd like why don't you mail it to my attention my name is Rizzo r i z Zoo Rizo r i z z that's right oh you do me this favor oh you are vable well it's my pleasure and it should be the service representative's pleasure to know that when the customer hangs up he's totally and completely satisfied now we have one more bird that we'd like you to meet this time we'll only listen to the incorrect way the call was handled because I think the right way will be self-evident this time he's a peacock he's very proud and should never be put down no well no I guess I can afford that the when will have us installed then well now we ask that $7 in advance and then it will be deducted from your first month's bill you can either mail it to us or go directly and pay it in person at our public office whichever you prefer let me ask you this question will it be any faster if I go to the office and pay oh yes indeed it will now our office is at 444 Bush Street in San Francisco do you know where Bush Street is I no no no no I don't I don't no no but don't worry about it I'll find it well do you know where Kerney street is oh no no I don't no I don't no but will KY Street know there is a ky Street back home in Dublin but I don't imagine that's the one you're talking about well now what about the palace Hotel what the Palace Hotel oh that's a nice name no no no I don't know that Palace no I don't but that's all right now don't I what about the Union Square Park oh the Union Square Park oh I do love Parks oh I do but I don't know what that one is no I don't but well I do know this I do know where the downtown post office is you know well you can start there oh no I can stop there I'm going to mail me payment and so the little man is going to the post office rather than to the business office the time to complete that call was if he had been listening he heard the little peacock say oh don't worry about it I find it but he wasn't listening exaggerated yes hypothetical yes shortened yes you realize that calls take longer than that and are usually more involved and why exaggerated because we wanted you to enjoy this as much as we wanted to make our point and that point again is that this word listen is the direct route to for you to follow to the successful fulfillment of your objectives now you know what those objectives are you've heard them many times but today let's relate them to listening when your telephone buzzes or rings or the light flashes or whatever it may be you know that there's a customer nine out of 10 times on the other end of that line and if you've listened really listened when you lift that receiver you will be prepared and you'll be prepared because you listen not from the time you lifted the receiver but from the time you started to work with the telephone company you listen in your classrooms to your instructors you listened on the job to your supervisors you never know what piece of information they're giving you no matter how immaterial it may seem at the time is the exact piece of information that you're going to need and you never know when you're going to need it and you'll be prepared believe it or not because you listen in the coffee shop to your girlfriends now I know that sounds kind of strange but think about it for just a moment the girl you're having coffee with and lunch with are doing the same job exactly as you are so their conversation along a Communications line should be of interest to you as well so listen to them the next time you're in the coffee shop and your girlfriend comes flying in her hair's all in disarray and she says oh boy you'll never believe the customer I just had on the line it was unbelievable from The Twilight Zone came this gal listen to her listen to her and enjoy what she says it'll probably be funny so laugh at it but listen to that solution and get it up here how did she solved the customer's problem file it away now she may be wrong she may be right that'll be up to you to evaluate later on for your own benefit but get the solution and then when that same problem comes across your lines as the law of averages proves it it will you will be prepared and if you listen really listen you'll be positive you'll be positiv minded because all of this listening will give you a vast Storehouse of knowledge that will lend to you an air of confidence so that you'll know when you're sitting at your telephone no matter what call that comes across that line you'll be ready to handle it no matter what question a customer asks you you will have an answer now I don't mean that you should sit at your desk two weeks from today and say well it's two weeks from the day that I saw the man from listen and it it's 8:30 in the morning and he told me that if I listened I'd have a vast Storehouse of knowledge so the next call that comes across the line if I got an answer for them this would be doing it at your customers's expense we only suggest that you try to use this as a working tool so that you will be prepared 99% of the time when that call comes across that telephone line and then no matter what a customer asks you 99% of the time you'll have the answer the other 1% that you do not through listening you will know exactly where you can go to get a correct answer to solve that customer's problem and think yes think of ways you can help a customer not ways that we can't help him if a man calls in and he says say I got a problem with my telephone it won't do the things little bitty telephones are supposed to do now for instance the uh the dial won't dial and the cord won't cord then the switch hook won't do either one of those things can you help me don't say no immediately sir I'm sorry we can't help you so well I'm sure there's some way that we can solve this for you sir let me think for just a moment then pause reflect and listen to your thoughts and if you come up with the right answer well and good if you do not then off to find someone that will have a solution for that problem remember there is nothing nothing in this world humanly possible that we will not do for each and every customer and if you listen you'll be interested is there anyone in this world that can listen to someone and not be interested in them but by the same token is there anyone in this world that cannot listen to someone and be interested so listen to your customers you'll gain this interest and when you do you'll become involved in that customer's problem and when you become involved in the problem you'll derive as much satisfaction out of solving it as the customer will in having it solved and if you listen you will be helpful now you know far better than I that many times a customer calls the telephone company with a real problem but they only want one thing they want to talk about it so they call the company looking for a girl with broad shoulders and if you answer the line well that has to be you so listen to them all the way from the beginning to the complete end and then pause don't say anything see if they have anything to say don't interrupt them or try to precede their discussion with your solution listen to them all the way out and if you'll do this many times that customer will solve their own problem simply by talking it right out of their system and then when they hang up satisfied you will know that you have been helpful and if you listen really listen you'll be understood because you'll listen to yourselves as well as to the customer customer listen to the language you're using be sure that you're translating into his terminology and never ask him to translate into yours remember he's not in Communications so if we use telepan on him we're only giving him a big case of telepone itis now if you say to a customer sir I have your C card now I see you have a 1fr and an extension where are those stations please he won't know what you're talking about and why should he he's not in Communications and when you're recapping don't go 90 m a minute like our service representative did speak slowly distinctly and punctuate each and every important point that you want your customer to take away with him remember it's not his job to listen it's his job to tell it's our job to listen and if you listen really listen we will be courteous many people say that the company sells service and we do I'd be the last one in the world to deny that but I like to take it one step further I believe we sell courteous service and of the two words I think this is probably the most important of all because it's on this word that our company image is built and it's a very very tall building with each of you as individual foundations but it's a house of cards and when one of you breaks down in this important point that house of cards comes tumbling down and it's up to you to rebuild it in the minds of your individual customers so listen with sincere interest and speak to them as you would be spoken to and smile wear a smile crack it open once in a while it doesn't hurt a bit it feels good radio announcers sit day in and day out in front of a microphone smiling they look silly I admit but the person on the other end of the radio doesn't see that smile they only hear it and the same will be true with you smile into that handset the person on the other end of the line won't see that smile but believe me they will hear it Victor borga said something you might like he said the shortest distance between two people is a smile try it and if you listen really listen you'll be accurate but this is the only way that you'll get all the correct information the correct spelling of the name the correct address the correct telephone number so that you can go to the records and come back and handle this call in a fast and smooth Manner and when you process the paper inter departmentally everyone in the telephone company that comes in contact with this customer's problem will benefit by the fact that you in the beginning listened and that benefit will ultimately come around full swing to the one person that really counts the customer and if you listen really listen you will be thorough but this is the only way that the company will get all the facts and data that it will take them to solve this customer problem satisfactorily and if you listen really listen You'll Be Rel reliable when a customer calls the telephone company he expects them to be reliable and who is the telephone company you and I so it's up to us to show him this reliability and if we have listened we will be accurate thorough fast smooth courteous all the things that we have talked about which add up to this one all important encompassing Point reliable and if you listen really listen then the customer will be satisfied now I don't feel that anyone can give you bylaws regulations or instructions on how to listen it's not something that can be taught you must teach yourselves we are not even attempting to teach you today because the success cannot come from us it must come from you we are only suggesting that you think about using this as a working tool we know that it will be beneficial to you now we can suggest that you practice oh I know that sounds kind of silly how in the world do you practice Liv listening what's he want me to do I'm wearing my ears today what else can I do well the first thing when you leave this room today say to yourself I listen to that man blabber on for 30 minutes what in the world did he say and see how much you can remember and when you're talking with your girlfriend have a nice conversation then she goes off that way and you go off this see what you can remember let's see she's going out tonight that's right and she's going to wear a pink dress that's right and she's going to the uh the top of the mark that's right and she's going out with Tom Dick Harry she's going out with all three of them for goodness sakes this is the way to sharpen your memory wits see how much of it you can recall well what about it are we all hunky dunky 100% a number one listening type placing how about it hold up the pinkies all the listeners let's find out I'm going to show you a card and ask you to read it and then after you've read it I'd like to see how many FS you found in the sentence on this card now I'll show it to you read it over and then see how many FS you find in the card well how many did you find the average American male or female will find three or four Fs in this sentence do you know how many there really are there are six Fs in this sentence let me read them finished files are the end result of years of scientific study combined with the experience of many years now what happened in the word of when it was read by the I the letter F was transformed into the sound of a V and people invariably miss it so don't feel bad I'd like to read from the back of this card it is surprising how often we fail to perceive things as they actually are conditioned habit patterns prevent all of us from functioning as efficiently as we should in this and many similar ways and farther on Down the Line it says we should all learn how to be good listeners on the telephone think if this little F being transformed into the sound of a v can trick the I how many things in this world can trick the ear remember birds of a feather flock together and whether they be our Italian Friend Luigi Patty the Irishman Grandma Marty or hands van Kraken foer when they're upset or dissatisfied the sound they make is like well it's like a flock of Angry Birds there's no more unpleasant sound in this world we want to change that sound I believe Mr kapple of the American company put it in the best manner when he said the most demanding measurement of our performance is the customer's opinion of his experience with with us if you listen really listen that experience will be a happy one for the customer will be satisfied thank you for [Music] listening for