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