Listening 1

When Performance Matters

Customer Service Training

Listening

Active listening is based not just on the words themselves, but also on the likely thoughts and feelings of the customer. It typically requires the use of clarification – checking your understanding in some way, or asking for some additional information. It also requires a very high degree of concentration.

In order to ensure we are actively listening there are 7 behaviours that we can use, these are as follows:

1   Questioning for Clarification

2   Reflection of feeling

This is showing sympathy or concern by using phrases like:

•       ‘I can appreciate that’

•       ‘I understand‘

•       ‘That must be a problem’

 

3   Encouraging the customer

By interjecting (at appropriate times) certain phrases to show you are listening and interested with phrases such as

•       ‘Uh huh’

•       ‘I see’

•       ‘Oh’

•       ‘Yes’

etc.

 

4   Tolerating silences

Bite your tongue. Give the customer time to think.

 

5   Repeat back information

This must always be done especially quantities, codes, dates numbers etc.

 

6   Restatement of meaning (testing understanding)

By using expressions like:

‘So what you are saying is’ It sounds as though you have to ...’

 

7   Summarising

By recapping the main points of the discussion.

 

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