Why it's Important
Customer service professionals should stop this and focus on what the customer is saying in order to increase listening efficiency
What is "doing other tasks"?
True listening is an active, ____________ process
What is "learned"?
The four phases of the active listening process
What are "Hearing & Receiving the Message, Attending, Comprehending or Assigning Meaning, and Responding"
What are "Personal Obstacles"?
To be a better listener, STOP ______________!
What is "talking"?
To effectively deal with customers, you must listen to these things
What is their wants, needs, and issues?
The passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed
What is "hearing"?
The process of putting yourself is the customer's place and trying to relate to the customer's needs, wants and concerns in order to reduce the risk of poor service
What is "empathy"?
Beliefs or opinions that a person has about an individual or group, often based on unreasonable distortions or prejudice
What is "bias"?
The first step in listening actively
What is "Smile"!
Listening _______________ is the primary means that many customer service professionals use to determine the needs of their customers
What is "effectively"?
The focusing on what was heard
What is attending?
The number one characteristic of effective listeners is that they are ______________
What is "focused"?
A benefit package offered to employees by many organizations that provides services to help employees deal with personal issues that might adversely affect their work performance
What is an "Employee Assistance Program"?
To help a customer relax and have a more meaningful dialogue, the customer service professional must show they have a _______________ to listen
What is "willingness"?
Many people are _____________ about listening and only go through the motions of listening
What is "complacent"?
Sending back verbal and nonverbal messages to a message originator
What is "responding"?
The ability to listen as customers verbalize their needs to ensure that you understand them
What is "understanding"?
Many times people suffering from this physical condition do not even realize it
What is hearing loss?
In communication, this relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used
What is "congruence"?
The average white-collar worker in the United States typically has only about a _____% efficiency rate when listening, meaning that much of the message is lost.
What is "25%"?
The phase of the listening process in which the brain attempts to match a received sound or message with other information stored in the brain in order to recognize or extract meaning from it
What is "comprehending or assigning meaning"?
___________________ is especially important when a language barrier or speech disability is part of a customer's situation.
What is "patience"?
A natural, 24-hour biological pattern associated with the Earth's rotation that affects metabolic and sleep patterns in people as day displaces night
What is circadian rhythm?
Remember, you don't have to like everyone that you deal with, but you do have to show them _____________
What is "respect"?