CustomerServiceChap5
Upcoming SlideShare
Loading in...5
×
 

CustomerServiceChap5

on

  • 896 views

 

Statistics

Views

Total Views
896
Views on SlideShare
896
Embed Views
0

Actions

Likes
0
Downloads
51
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

CustomerServiceChap5 CustomerServiceChap5 Presentation Transcript

  • 5 2
    • Describe why listening is important to customer service.
    • Define the four steps in the listening process.
    • List the characteristics of a good listener.
    Skills for Success Listening to the Customer Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
    • Recognize the causes of listening breakdown.
    • Develop strategies to improve your listening ability.
    • Use information-gathering techniques learned to better serve customers.
    Learning Objectives , continued
  • What is listening ?
    • Listening is an active, learned process consisting of four phases:
    • Receiving/hearing the message
    • Attending
    • Comprehending/assigning meaning
    • Responding
    • Listening: the primary means of gathering information.
  • The Listening Process
    • Understanding listening
  • Characteristics of a Good Listener
    • Good listeners practice
    • Empathy
    • Understanding
    • Patience
    • Attentiveness
    • Objectivity
  • Listening Breakdowns Happen: Why ?
    • Personal obstacles
    • External obstacles
    • Additional obstacles
    • Poor customer service may result from a breakdown in listening.
  • Ways to Improve Listening :
    • Stop talking.
    • Prepare yourself.
    • Listen Actively.
    • Show a Willingness to Listen.
  • Ways to Improve Your Listening
    • Show empathy.
    • Listen for concepts.
    • Be patient.
    • Listen openly.
  • Ways to Improve Listening , continued
    • Send positive nonverbal cues.
    • Don’t argue.
    • Take notes, if necessary.
    • Ask questions.
  • Using questions to sort out facts
    • Open-end questions
    • Closed-end questions
    • Avoid criticism
    • Ask positively phrased questions
    • Ask direct questions
    • Ask customers how you can better serve them.
  • Questions for the Listener, Fig. 5.3
  • Characteristics of Effective and Ineffective Listeners, Fig. 5.5
  • Indicators of Poor Listening , Fig. 5.6