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Thread: Why don't people listen?

  1. #1 Why don't people listen? 
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    Hello,


    Some people just don't listening. Everyone's encountered them. I usually get them on the phone--the customer service reps--and when they talk, they don't listen to me when I try to intervene with my own input. For example, I was on the phone the other day with a bank rep. I had transferred some funds from them to a different institution and was charged a $50 fee for doing so. The other institution I transfered money to was willing to compensate me for the $50 fee but wanted proof that the original institution charged it. The rep on the phone was explaining to me that they don't issue out statements indicating the fee but it is their policy to charge $50. While he was rambling on and on about it, I tried to intervene with the suggestion that if it is a policy, they must have it written somewhere and that if he could direct me to their terms and policy on their website (where presumably the $50 fee is stated), I could forward that to the other institution. But I tried 3 times to suggest that to him without his hearing me at all. He just kept rambling on for 5 minutes. Finally, when he was done, I repeated my question for the fourth time, and then he heard me, forwarding me to the excat spot where the transfer fee was stated.


    But my question is not about banking or self-absorbed bank reps... it's about how the human brain listens when interrupted. I'm wondering if some people's brain literally block other people out when they're talking. Was the bank rep really that self-absorbed or could he literally not hear me while he was talking. I've only ever noticed this while on the phone. In person, it seems people generally notice when I'm trying to intervene and stop talking. So it might require some visual cues for some. Then I wonder if everyone's like this--even me. I do remember plenty of times being interrupted (and stopping to listen to the other person), but do I remember every time? And do I remember times like this while on the phone with someone?


    I think this is an interesting question for neurology and I wonder if any studies have been done to answer it.


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  3. #2  
    Forum Freshman NoCoPilot's Avatar
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    CSRs are a special case because they're given a script to follow, and get docked if they deviate from it.

    As a call center manager for 20+ years I can recommend: don't blame the rep.

    What I do is escalate as fast as possible to supervisor then manager then senior manager. Somebody without a script.


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  4. #3  
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    Quote Originally Posted by gib65 View Post
    I'm wondering if some people's brain literally block other people out when they're talking.
    Listening is a skill. Some people practice it, some don't.

    Usually, people hear the first sentence and immediately begin forming their response, just waiting for a break.

    Quote Originally Posted by gib65 View Post
    In person, it seems people generally notice when I'm trying to intervene and stop talking. So it might require some visual cues for some.
    Well, or try not to interrupt people. It's generally considered polite to wait until the other person has finished.

    Some people really do ramble on, and hardly stop to take a breath. That's a problem they need to deal with.
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