Listening Skills
The primary skill that customer service professionals use to determine the needs of their customer
Listening
This is the last step of listening- sending back verbal and nonverbal messages to a message originator
Responding
A personal obstacle (physical limitation) that can cause a listening breakdown
Hearing Loss
Projections made about an underlying message or meaning based on past experiences.
Faulty assumptions
This is the highest grossing movie of all-time
Avatar
1st phase of listening- A passive psychological process of gathering sound waves and sending them to the brain for analysis
Hearing
Showing compassion to a distraught customer is an element of
empathy
Factors that can cause shifts in focus in interacting with others (state of health, physical conditions, personal issues).
Psychological distracters
An example of an external obstacle to listening. This could happen in the middle of a meeting and disrupt productivity.
Ringing Phones
The movie "Miracle on 34th Street" is based on a real-life department store. What is it?
Macy's
Focusing attention on a specific sound or message being received from a person.
Attending
This effective listening skill is often displayed through noverbal cues such as nodding head to one side or smiling.
Attentiveness
Companies offer these to employees to deal with personal issues that might adversely affect their work performance.
Employee Assistance Programs (EAP)
This is having too many messages that cause confusion or frustration.
Information Overload
Croquet
The ability to gain, store, retain, and recall info for later use
Memory
Gaining a full awareness of the customer and their wants and needs.
Understanding
This is the difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the U.S.
Listening Gap
These type of questions are typically used to verify information already given
Closed-Ended Questions
This pop singer's real name is Robyn Fenty
Rihanna
Recognition
Patience
Beliefs or opinions that a person has about an individual or group
Biases
These types of questions are used to engage others and usually start with who, what, when, how, or why.
Open-Ended Questions
The third Saturday in May is this American military observance
Armed Forces Day