PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose...

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PHONE – Effective Listening Skills Module Two

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Transcript of PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose...

Page 1: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

PHONE – Effective Listening Skills

Module Two

Page 2: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

Module Overview: Why customers call The purpose of listening Importance of listening Listening Best Practices Listening Bad Behavior Listening Tips

Page 3: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

Why customers call: To ask a question To request information To provide information To express a concern or complaint To convey a compliment

Page 4: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

What customers expect:

Page 5: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

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

Page 6: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

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

Page 7: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

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

Page 8: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

Listening Best Practices (cont’d):

Focus on customer Be curious Be alert Express empathy Remove distractions Acknowledge concerns

Page 9: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

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

Page 10: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

Bad Listening Behavior (cont’d): Evading difficult requests/concerns Making excuses Faking attention Being non-responsive

Page 11: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

Listening Tips: Customers will tell you what they

want Customers can help shape new

products and services Take notes Always be courteous and

respectful

Page 12: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening.

QUESTIONS AND ANSWERS


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