Customer Service Training - Listening Skills
Listening is fundamental to all effective relationships. It is an art - a skill - a discipline. Listening is not the same as hearing. It is possible to hear, understand etc, but not really listen. You can either listen and respond in a way that makes the relationship more distant and impersonal, or you can listen and respond in a way that brings you and the speaker closer.
In active listening, the listener uses all the senses.
• Listen with ears to the words spoken/tone of voice.
• Listen with the mind to understand the message.
• Listen to him/herself and noted own reactions to the message being received.
• Listen with the eyes to the body language/posture/bearing/ gesture (if face to face).
In a very real sense such listening is quite different from ordinary conversations and requires full attention and concentration. Listening on the telephone is particularly difficult as we cannot see the person speaking. As already mentioned over 65% ofcommunication is non-verbal ie observing gestures, posture, body language; this is obviously not possible on the telephone so you have to work even harder in order to listen effectively.
- Prosell offers a program that combines sales training and sales coaching. It is based on recognised research, which tells us that training alone has limited impact and that when supported by skilful coaching, has 74% more chance of being implemented.
- Prosell has resources to deliver these programs across Australia, covering Sydney, Melbourne, Brisbane, Perth, Adelaide and Canberra.