Customer Service Tip - June 2008
This month we’ll be discussing listening and how it impacts on the customer experience. Customers expect active listening from CSR’s at every service point and watch for the slightest change in body language to determine their next course of action.
Listening isn’t just about hearing the customer; it’s also about understanding what the customer is saying. Listening involves making eye contact with the customer (or in phone conversations having a pen and paper to jot down details from the call), keeping an open and positive body language and generally making the customer know that you are listening and trying to understand what he/she is saying.
How can we achieve good listening skills? To achieve good listening skills, we need to listen to what our customers are saying with an open mind, check their voice tone so that we can try to determine what emotions they would be experiencing and listen to their body language. When we listen to our customers and actually understand what they are telling us, we can never go wrong as CSR’s.
Tags: listening, listening skills