Listening Skills
Listening is crucial because it allows for better understanding of customer needs and fosters positive relationships.
What is the importance of listening in customer service?
The four styles are rational, inquisitive, decisive, and expressive.
Answer: The
Use logical arguments and provide clear, concise information.
What is an effective way to communicate with a rational customer?
Personal biases can lead to misconceptions and hinder effective listening.
What is a common cause of listening breakdown?
Service recovery involves taking steps to rectify a service failure and compensate the customer.
What is service recovery?
The four steps are receiving, understanding, evaluating, and responding
What is the defining the four steps in the listening process?
How can you identify a decisive behavioral style?
Decisive individuals exhibit direct eye contact, short and specific communication, and a fast rate of speech.
Positive cues include maintaining eye contact, nodding, and open body language.
What are positive nonverbal cues?
These are mental barriers that prevent effective listening, such as stress or preoccupation.
What is "psychological distracters"?
Strategies include stopping talking, being prepared, and showing willingness to listen actively.
What strategies can improve listening ability?
Good listeners are attentive, empathetic, nonjudgmental, and ask clarifying questions
What are characteristics of a good listener.
Expressive customers typically use enthusiastic tones, active body language, and storytelling.
What verbal cues do expressive customers exhibit?
Provide detailed information and answer questions thoroughly while being approachable.
Answer
It refers to a reduction in the ability to hear sounds, affecting communication.
What is "hearing loss"?
By adopting a positive manner, being culturally aware, and focusing on customer needs.
How can you build stronger relationships with customers?
Causes include personal obstacles like biases, psychological distracters, and external noise.
Recognize the causes of listening breakdown.
Rational listeners prefer logical communication, avoid confrontation, and keep interactions concise.
Describe the characteristics of a rational listener.
Listen actively, show empathy, and offer solutions to their issues.
How should you respond to a frustrated customer?
Circadian rhythm can influence alertness and focus, impacting listening ability at different times of day.
How does circadian rhythm affect listening?
Techniques include asking open-ended questions and actively listening to their responses.
What techniques can be used to gather information from customers?
Strategies include actively listening, taking notes, and showing empathy.
Develop strategies to improve your listening ability
By recognizing cues and tailoring responses that match the customer's style for effective interaction.
How can you adapt your communication style to different behavioral styles?
What is the significance of congruence in communication?
Congruence ensures that verbal and nonverbal messages are aligned, enhancing clarity and trust.
Indicators include lack of eye contact, frequent interruptions, and distracted behavior.
List indicators of poor listening.
Understanding customer needs leads to improved service, customer satisfaction, and loyalty.
What are the benefits of understanding customer needs?