Customer Experience Tip #919
Are you typing while on the phone with a customer? To the customer hearing those keys tapping away, this is often distracting or even disruptive and inconsiderate — it may appear to them as if you’re doing something non-related and/or not really listening. If you’re taking notes about what they’re sharing, then say so. Also, consider purchasing a silent keyboard or just staying away from those (distracting) keys altogether.
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Amen to that Steve! I don’t mind hearing the keyboard when told the person on the other end of the phone is sending me something or explains what they are doing. But if that is not the case, the feeling I get is one of unimportance – that I or what I have to say does not matter. In fact, what I will do is stop talking until I get a response back from the other person. I will tell them that I did not want to interrupt what they are doing or I will tell them that they are obviously busy and that I should not take up their time. This practice is rude and if I catch myself coming close to doing the same thing, I shut the lid of the laptop and concentrate on what they other person is saying.