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CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
CustomerServiceChap5
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CustomerServiceChap5

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Transcript

  • 1. 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.
  • 2.
    • 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
  • 3. 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.
  • 4. The Listening Process
    • Understanding listening
  • 5. Characteristics of a Good Listener
    • Good listeners practice
    • Empathy
    • Understanding
    • Patience
    • Attentiveness
    • Objectivity
  • 6. Listening Breakdowns Happen: Why ?
    • Personal obstacles
    • External obstacles
    • Additional obstacles
    • Poor customer service may result from a breakdown in listening.
  • 7. Ways to Improve Listening :
    • Stop talking.
    • Prepare yourself.
    • Listen Actively.
    • Show a Willingness to Listen.
  • 8. Ways to Improve Your Listening
    • Show empathy.
    • Listen for concepts.
    • Be patient.
    • Listen openly.
  • 9. Ways to Improve Listening , continued
    • Send positive nonverbal cues.
    • Don’t argue.
    • Take notes, if necessary.
    • Ask questions.
  • 10. 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.
  • 11. Questions for the Listener, Fig. 5.3
  • 12. Characteristics of Effective and Ineffective Listeners, Fig. 5.5
  • 13. Indicators of Poor Listening , Fig. 5.6

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