Being present

Question

The customer service rep is skilled at picking up on cues and adapting to them to give fast, hassle-free service. What he did exactly is a strategy in relationship management that requires social awareness skills-listening, being present, putting yourself in the shoes of the other person…..

In this context I'm wondering what 'being present' means?

And 'picking up on cues' means identifying needs?

Any comments will be appreciated.

Clive · Accepted Answer

Hi,

The customer service rep is skilled at picking up on cues and adapting to them to give fast, hassle-free service. What he did exactly is a strategy in relationship management that requires social awareness skills-listening, being present, putting yourself in the shoes of the other person…..

In this context I'm wondering what 'being present' means? Concentrating on what is happening right now and right here.

Also commonly expressed by 'being in the moment'.

And 'picking up on cues' means identifying needs? Watching the customer's facial expression, body movement. etc. to understand his thinking.

eg If the customer folds his arms, it is often seen to indicate he feels negative about what is being said.

Any comments will be appreciated.

Clive

Mariott · Answer

Thanks a lot Clive!!!!

JohnParis · Answer

My guess, Mariott, is that "being present" as it is used here is a feeble attempt to convey the need for a customer service rep to show or have empathy towards the client.

Picking up on cues means comprehending signals, signs or indications in the clients voice (or words) that might indicate an ulterior motive, desire or true problem or request that the client believes he is making clear but might not be.

Frankly, these sentences of yours sound like corporate gobble-de-**** bla bla. Use of the term 'hassle-free' is usually a dead giveaway that what follows isn't going to mean much.

Mariott · Answer

Thanks a lot JohnParis!

Dave_anon · Answer

Dear Mariott

"Being present" is an English phrase that means - is the person really attending to you?

Suppose you ask a shopkeeper whether the apples are fresh and what country they are from. Maybe he is now looking at his watch and then brushing some dust off his coat. He is not "being present". In English, we would also say "His mind is somewhere else"

"Picking up on cues" means - understanding the things that the person does not tell you. If you are a shopkeeper, you may notice if the person has a bag or not - if not, you will offer them a bag. If they are limping, you may take the trouble to help them leave the shop - open the door for them, and so on. Perhaps you notice they are looking at the chocolates - you may ask them if you can help them make a choice

It is anything you can learn about the person that they have not said. A good salesperson will "be present" and learn to look for the cues

Best regards, Dave

Mariott · Answer

What nice examples you provided. It's really clear to me now

Thanks so much dave_anon!!!

Being present

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