5 2 <ul><li>Describe why listening is important to  customer service. </li></ul><ul><li>Define the four steps in the liste...
<ul><li>Recognize the causes of listening breakdown. </li></ul><ul><li>Develop strategies to improve your listening abilit...
What is listening ? <ul><li>Listening is an active, learned process consisting of four phases: </li></ul><ul><li>Receiving...
The Listening Process <ul><li>Understanding listening </li></ul>
Characteristics of a  Good Listener <ul><li>Good listeners practice </li></ul><ul><li>Empathy </li></ul><ul><li>Understand...
Listening Breakdowns Happen: Why ? <ul><li>Personal obstacles  </li></ul><ul><li>External obstacles </li></ul><ul><li>Addi...
Ways to Improve Listening : <ul><li>Stop talking. </li></ul><ul><li>Prepare yourself. </li></ul><ul><li>Listen Actively. <...
Ways to Improve Your Listening <ul><li>Show empathy. </li></ul><ul><li>Listen for concepts. </li></ul><ul><li>Be patient. ...
Ways to Improve Listening , continued <ul><li>Send positive nonverbal cues. </li></ul><ul><li>Don’t argue. </li></ul><ul><...
Using questions to sort out facts <ul><li>Open-end questions </li></ul><ul><li>Closed-end questions </li></ul><ul><li>Avoi...
Questions for the Listener,  Fig. 5.3
Characteristics of Effective and Ineffective Listeners, Fig. 5.5
Indicators of Poor Listening ,  Fig. 5.6
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CustomerServiceChap5

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CustomerServiceChap5

  1. 1. 5 2 <ul><li>Describe why listening is important to customer service. </li></ul><ul><li>Define the four steps in the listening process. </li></ul><ul><li>List the characteristics of a good listener. </li></ul>Skills for Success Listening to the Customer Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. <ul><li>Recognize the causes of listening breakdown. </li></ul><ul><li>Develop strategies to improve your listening ability. </li></ul><ul><li>Use information-gathering techniques learned to better serve customers. </li></ul>Learning Objectives , continued
  3. 3. What is listening ? <ul><li>Listening is an active, learned process consisting of four phases: </li></ul><ul><li>Receiving/hearing the message </li></ul><ul><li>Attending </li></ul><ul><li>Comprehending/assigning meaning </li></ul><ul><li>Responding </li></ul><ul><li>Listening: the primary means of gathering information. </li></ul>
  4. 4. The Listening Process <ul><li>Understanding listening </li></ul>
  5. 5. Characteristics of a Good Listener <ul><li>Good listeners practice </li></ul><ul><li>Empathy </li></ul><ul><li>Understanding </li></ul><ul><li>Patience </li></ul><ul><li>Attentiveness </li></ul><ul><li>Objectivity </li></ul>
  6. 6. Listening Breakdowns Happen: Why ? <ul><li>Personal obstacles </li></ul><ul><li>External obstacles </li></ul><ul><li>Additional obstacles </li></ul><ul><li>Poor customer service may result from a breakdown in listening. </li></ul>
  7. 7. Ways to Improve Listening : <ul><li>Stop talking. </li></ul><ul><li>Prepare yourself. </li></ul><ul><li>Listen Actively. </li></ul><ul><li>Show a Willingness to Listen. </li></ul>
  8. 8. Ways to Improve Your Listening <ul><li>Show empathy. </li></ul><ul><li>Listen for concepts. </li></ul><ul><li>Be patient. </li></ul><ul><li>Listen openly. </li></ul>
  9. 9. Ways to Improve Listening , continued <ul><li>Send positive nonverbal cues. </li></ul><ul><li>Don’t argue. </li></ul><ul><li>Take notes, if necessary. </li></ul><ul><li>Ask questions. </li></ul>
  10. 10. Using questions to sort out facts <ul><li>Open-end questions </li></ul><ul><li>Closed-end questions </li></ul><ul><li>Avoid criticism </li></ul><ul><li>Ask positively phrased questions </li></ul><ul><li>Ask direct questions </li></ul><ul><li>Ask customers how you can better serve them. </li></ul>
  11. 11. Questions for the Listener, Fig. 5.3
  12. 12. Characteristics of Effective and Ineffective Listeners, Fig. 5.5
  13. 13. Indicators of Poor Listening , Fig. 5.6
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