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SUPERHOST R

SUPERHOST R. Lesson # 5 ~ The Power of Listening. Why Should I Handle Customer Concerns?. Makes you feel good about yourself Increase job satisfaction Encourage repeat business Makes you look professional to supervisors Reduces job stress. Never hear from… Dissatisfied tells…

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SUPERHOST R

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  1. SUPERHOSTR Lesson # 5 ~ The Power of Listening

  2. Why Should I Handle Customer Concerns? • Makes you feel good about yourself • Increase job satisfaction • Encourage repeat business • Makes you look professional to supervisors • Reduces job stress

  3. Never hear from… • Dissatisfied tells… • Every complaint… • Will do business if solved quickly • Tells… • Costs this much more… Why Handle Concerns? 96% 9-10 26 70% 95% 5 5x

  4. The Cost of a Dissatisfied Customer • 1 + 26 = 27 • 27 tells 10 = 270 • 1 dissatisfied customer • Deters 270 potential customers!

  5. Effective Listening Shows Interest Makes the speaker feel important Reduces irritation and conflict Shows respect

  6. A good listener… • Looks at you • Doesn’t interrupt • Asks questions to keep on topic • Encourages you to speak

  7. Speaking vs Listening Speak 125 – 140 wpm Listen & Think 1000 wpm We think 7-10 times faster!

  8. L I S T E n S I L E N t

  9. Listening… • Is hard work • Requires concentration • Is a skill that can be developed • Is an investment in yourself • Is practiced

  10. Chinese Character ~ to listen

  11. Chinese Character ~ to listen YOU EAR EYES UNDIVIDED ATTENTION HEART

  12. Part 2 ~ Empathic Listening

  13. Being in the proper frame of mind to listen with empathy involves: • Remaining calm • Mirroring feelings • Working together towards a solution • Giving encouraging responses • Clarifying facts

  14. E M O T I O n T I m e

  15. E M O T I O n T I m e

  16. E M O T I O n Remain calm Encourage Mirror Clarify Work together T I m e

  17. TASK: Form a group of 3 one customer one service professional one observer Role play Observer gives feedback Debrief with group

  18. Empathic Listening • Remain calm & in control • Emotionally distance yourself • Do not take personal offense • Show personal concern for other • Offer possible solutions • Serve a need

  19. Remember.... • You can’t win • Apologies cost nothing • Don’t take it personally • Concerned customers help improve service • Your attitude is always showing! • Be prepared to learn.

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