On the phone or in person, listening is the single most important service skill. And while most people assume they know how to listen, the truth is that listening is a technique, which many people will practice and refine throughout their careers.
Service listening requires actively taking in what we hear, interpreting it, and acting on it.
But in today's busy work environment that's often easier said than done. Fortunately, there are some simple and powerful ways to develop good listening skills and to provide every customer with the most appropriate and professional service.
"Guide to Effective Listening" shows service professionals how to hone their listening skills. It begins with the nine techniques needed for service listening.
* Practice respect
* Eliminate distractions
* Listen with your body
* Show that you are listening
* Don't judge
* Keep your emotions in check
* Don't plan your response while the other person is talking
* Don't jump to conclusions
* Ask great questions
While many of these techniques come naturally, the key to becoming a better listener is to identify, understand and practice them.
The second section covers the special issues encountered when dealing with challenging customers, those with foreign accents or communication difficulties.
There's even a self quiz, which will help frontline staff evaluate their current skills and pinpoint areas for improvement.
Additional information on the report and ordering details are available online at http://www.CustomerServiceGroup.com/
