Active Listening, Hearing Vs Listening, Listening process

1. Active listening
Shruti Banerjee

2. Do you think there is a difference
between Hearing and Listening ?

3. Hearing Vs Listening
Hearing
❖ Accidental
❖ Involuntary
❖ Effortless
Listening
❖ Focused
❖ Voluntary
❖ Intentional

4. Listen the customer very carefully. Do not ask customer
to repeat unnecessary, understand how to concentrate on
call. Do not engage yourself on multiple activities, check if
your headphone is working properly, do not chit chat, you
can also use sticky notes if asking have multiple queries.
What is Active Listening?

5. Listening Process

6. Why is Active Listening Important?
Respect
Trust
Reduce negative
assumption
Confidence
Avoid communication
errors
Learning

7. Let’s make our customers happy
and satisfied