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Other Added - Effective Listening - For Delivering the Finest Customer Service
Attitude checkup. If you’re looking for exactly what you had before and you won’t take anything less, let it go.It’s understandable that if you’re over 50 you would want to do what you’ve always done, but this is not the time to stay in your comfort zone. This is the time to test the waters and try new things; challenge yourself; consider pursuing your passion; begin a new phase
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attenti
I love watching martial arts in the movies, particularly when the battlers agreeably slow down to take turns to hit each other.It’s so, so cooperative, and so, so much unlike everyday life!Nobody in a real fight “trades blows” strike for strike and kick for kick, until one or both collapse, in exhaustion.But it looks good on screen, and it’s dramatic.In real life, bad guys s
However, when we talk of communication, we often think of how we express ourselves, and forget the importance of listening. The result is clear. Researches show us that although 50%-75% of our daily communication time is spent listening, but we listen at only a 25% efficiency level. In other word 75 % of our communication efforts are: misunderstood, misinterpreted, rejected, disliked, or distorted.
Many problems that arise in our interactions with customers can be attributed to poor listening skills. Listening is not same as hearing. Listening involves truly understanding the customer. “The single most important principle in the field of interpersonal relations is this: Seek first to understand, then to be understood. Most people listen, not with the intent to understand, but with the intent to reply”. Steven R. Covey
If listening means understanding your customers, how often do you make an effort to truly understand your customers? In my trainings I show participants a picture of 2 cars, and ask them to recommend me a car. Believe me; they have always suggested me a car, without asking me a single question. How can one recommend me a car, without any further clarification? How can you be sure that I am buying it, for my own use or not? How do you know why I want to buy it? Do you know how much I am willing to spend for a car?
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attentiv
Technology companies often want to emulate Intel’s success in moving from a hidden ingredient inside personal computers to a brand that consumers recognize, value, prefer and pay a premium for. For most, however, that journey represents a task much easier said than done.On the surface, the Intel Inside campaign looks like a simple stroke of genius. Shell out a few million bucks for some well-p
Many problems that arise in our interactions with customers can be attributed to poor listening skills. Listening is not same as hearing. Listening involves truly understanding the customer. “The single most important principle in the field of interpersonal relations is this: Seek first to understand, then to be understood. Most people listen, not with the intent to understand, but with the intent to reply”. Steven R. Covey
If listening means understanding your customers, how often do you make an effort to truly understand your customers? In my trainings I show participants a picture of 2 cars, and ask them to recommend me a car. Believe me; they have always suggested me a car, without asking me a single question. How can one recommend me a car, without any further clarification? How can you be sure that I am buying it, for my own use or not? How do you know why I want to buy it? Do you know how much I am willing to spend for a car?
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attenti
The United States Postal Service or USPS has listened to its customers and realized the need for more convenience in postage. Giving people the option to print postage in their own home has led to a booming market for online postage companies. Besides the USPS website, there are many other authorized companies that sell online postage. Giving people the ability to print postage from their own comput
If listening means understanding your customers, how often do you make an effort to truly understand your customers? In my trainings I show participants a picture of 2 cars, and ask them to recommend me a car. Believe me; they have always suggested me a car, without asking me a single question. How can one recommend me a car, without any further clarification? How can you be sure that I am buying it, for my own use or not? How do you know why I want to buy it? Do you know how much I am willing to spend for a car?
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attenti
Technically, it wasn’t Suzi’s fault. She was basically a good dog. I had her since she was a pup, but now, 11 years later, she was behaving as an older dog might. I watched her white-gray-tan form sleeping on the tile floor. When she slept, she was as cute as any other Shih-Tzu could be. But, when a storm approached, she was a terror. It didn’t even have to be a storm, mind you. It could be a change in
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attenti
The next time you visit your favorite store, take a moment to think about why you are going there. If you are like many, it is probably because of the way you are treated. You see, every time we enter into a customer service situation we have certain expectations. In each one of these experiences, one of three things usually happens. Your expectation is met; it is not met; or maybe it is exceeded.
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attentive listeners. They make no effort to clarify or understand the customer. They pretend to be listening. Even if the customer speaks too fast or uses words they don’t understand, they let it go.
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conversation, ask questions and repeat back.
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be a "R" category listener.The first step is you have to want to listen to the customer, and understand him. No one can help you, and nothing can assist you, unless you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. for improving your listening skills.
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything else when the customer is talking. Stop what you are doing. Stop processing your thoughts.
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