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C hapter 5: Listening to the Customer

C hapter 5: Listening to the Customer. Learning Outcomes. 5-1 Describe why listening is important to customer service. 5-2 Define the four steps in the listening process. 5-3 List the characteristics of a good listener. Learning Outcomes. 5-4 Recognize the causes of listening breakdown.

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C hapter 5: Listening to the Customer

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  1. Chapter 5: Listening to the Customer

  2. Learning Outcomes • 5-1 Describe why listening is important to customer service. • 5-2 Define the four steps in the listening process. • 5-3 List the characteristics of a good listener.

  3. Learning Outcomes • 5-4 Recognize the causes of listening breakdown. • 5-5 Develop strategies to improve your listening ability. • 5-6 Use information-gathering techniques learned to better serve customers.

  4. What is listening? • Definition • A learned process which is the primary means of gathering information from a customer • Steps to listening • Hearing and receiving the message • Attending to the message • Once your ears pick up sound waves, the brain focuses on what was heard • Comprehending or assigning meaning • Once you decide the message is for you, you decode the message • Memory and recognition occurs as a voice or situation is familiar, your brain tries to match it • Responding • Selecting an appropriate response is crucial

  5. Characteristics of a Good Listener • Empathy • Understanding • Patience • Attentiveness • Objectivity

  6. Causes of Listening Breakdown • Personal obstacles • Biases • Physiological distracters • Physical condition • Circadian rhythm

  7. Causes of Listening Breakdown • Personal obstacles • Preoccupation • Hearing loss • Listening skill level • Thought speed • Faculty assumptions

  8. Causes of Listening Breakdown • External obstacles • Information overload • Other people talking • An additional obstacle

  9. Strategies for Improved Listening • Stop talking! • Prepare yourself • Listen actively • Show a willingness to listen • Show empathy

  10. Strategies for Improved Listening • Listen for concepts • Be patient • Listen openly • Send positive nonverbal cues • Don’t argue • Take notes • Ask questions

  11. Information Gathering Techniques • When to use • Open-ended questions • Identify customer needs • Gather information to better serve the customer • Uncover background data • Uncover objections during a sale • Give the customer an opportunity to speak • Closed-ended questions • Verifying information • Closing an order • Gaining agreement • Clarifying information

  12. Use questions to further your feedback • Avoid criticism • Ask only positively-phrased questions • Ask direct questions • Ask customers how you can better serve

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