Active Listening
What is the difference between active & passive listening?
Active listening is listening to understand.
Passive listening is distracted/nonresponsive.
What happens when a company provides good customer service? List at least 2 examples.
Increased profits, Higher Job Satisfaction, Improved Morale, Better Teamwork, Increased Market Expansion of service/products.
Customer service starts with _____?
Communication.
Name at least 4 barriers to active listening.
Multitasking, Excessive Talking, Emotional Triggers, Breaks, Making Assumptions, Negative Experiences, Sensory Barriers, Manner of Speaking, Personal Issues.
Name the 5 basic qualities needed to assist a customer needs.
Friendliness, Empathy, Fairness, Control/Options, Information
What are the 3 forms of communication?
Body Language, Tone, Spoken Word
What are some steps to improve active listening?
Stay Focused, Listen, Don't Jump to Conclusions, Take Notes, Ask Questions, Give Verbal Cues, Reflect Back, Summarize.
What kind of tone says I'm bored and uninterested?
Slow Paced.
What re the 5 key elements of tone of voice?
Pitch, Pacing, Volume, Emphasis, Pauses
What are the 3 key elements in a successful second offer to help a customer.
Immediate, Tailored/Specific, Transition into the next step.
Accountability + Delivery = ?
Customer Service
Without visual cues, up to __% of communication relies on tone of voice?
70%
How would you respond to the following:
"I tried to use my debit card at Costco Gas Station, and it declined after I put in my pin"
(Answer must cover the 3 key elements to a successful second offer to help)
What behaviors beyond the spoken word that can impact the level of customer service you provide?
Smiling, How You Look, Posture, Eye Contact, Attentiveness, Observation
What are some ways to demonstrate a confident tone when communicating with customers?
Speak with Purpose
Use a clear, steady tone
Stand/Sit up straight
Breathe and Pause