Upload
dayna-white
View
236
Download
0
Tags:
Embed Size (px)
Citation preview
PHONE – Effective Listening Skills
Module Two
Module Overview: Why customers call The purpose of listening Importance of listening Listening Best Practices Listening Bad Behavior Listening Tips
Why customers call: To ask a question To request information To provide information To express a concern or complaint To convey a compliment
What customers expect:
The purpose of listening: To let the customer know they are
being heard Demonstrate good customer
service To build a good rapport and trust To accurately identify and capture
customer’s concern or request To efficiently resolve customer
concern
Why listening is important: To resolve concern quickly and
accurately To avoid costly mistakes It’s proper etiquette It’s respectful To properly manage customer
expectations
Listening Best Practices: Stop talking Listen to the tone of the customer Take notes Be impartial and objective Be patient Repeat or recap request for
clarification and confirmation
Listening Best Practices (cont’d):
Focus on customer Be curious Be alert Express empathy Remove distractions Acknowledge concerns
Bad Listening Behavior: Interrupting the customer Changing the topic/subject Getting ahead of the customer Becoming defensive Responding to environmental noise Pre-occupation with other interests
Bad Listening Behavior (cont’d): Evading difficult requests/concerns Making excuses Faking attention Being non-responsive
Listening Tips: Customers will tell you what they
want Customers can help shape new
products and services Take notes Always be courteous and
respectful
QUESTIONS AND ANSWERS