Chapter 9 Customer-Focused Listening Skills

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Chapter 9 Customer-Focused Listening Skills 4/24/2017 Chapter 9 Customer-Focused Listening Skills Objectives Distinguish among the three levels of listening. Explain the importance of active listening. Develop techniques for becoming an effective listener. Describe barriers of effectively communicating and listening. Identify techniques for communicating with ESL speakers. Chapter 9 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

Three Levels of Listening Level 1 Listening Characterizes a good listener who suspends judgment, is empathetic, and who listens with a high degree of understanding and respect Level 2 Listening Describes a listener who mainly listens to words, but does not fully understand what the words mean Level 3 Listening Describes a listener who may be daydreaming, forming a premature reply or faking attention Chapter 9 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers Active Listening Means listening with your whole mind and body—not just your ears Five strategies that help improve active listening skills Be ready to listen Be ready to take notes Demonstrate that you are listening Ask questions Restate the customer’s points Chapter 9 The World of Customer Service, 2e Odgers

Strategies for Effective Listening Realize that listening is hard work Make good use of the thought-speech ratio Seek to listen in more than one way Give the speaker space Don’t begin speaking the moment the person stops talking Develop an open posture that encourages the other person to talk Chapter 9 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers Listening Techniques Pay attention Be courteous Nod your head Repeat the statement Don’t be judgmental Ask follow-up questions Listen with your entire body Respect the other person Chapter 9 The World of Customer Service, 2e Odgers

Three Types of Feedback Reflective feedback mirrors content and intent “If I understand you correctly, what you are saying is…” Responsive feedback characterizes the listener’s feelings “When you [action], I feel [reaction].” Reactive feedback reaffirms the speaker’s message “I had a similar experience. It was…” Chapter 9 The World of Customer Service, 2e Odgers

Passive Listening and Selective Listening Passive listening is characterized by hearing without sending any feedback It offers no indication of acceptance or rejection of the message. Selective Listening is hearing only what you want to hear, filtering out what is not important or of no interest to you. Chapter 9 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers Empathetic Listening Empathy is seeking to understand the other person’s position without getting emotionally involved yourself. Putting yourself in the customer’s place can help you analyze the message from his her perspective. Guiding principles Be attentive Be interested in the speaker’s needs Listen with a caring attitude Act as a mirror Don’t get personally involved Use verbal cues Chapter 9 The World of Customer Service, 2e Odgers

Roadblocks to Communicating and Listening Judging or criticizing Naming or labeling Commanding or ordering Moralizing Diverting Advising Chapter 9 The World of Customer Service, 2e Odgers

Effective Communication with Non-Native Speakers ESL (English as a second language) customers have studied English and generally comprehend it, but may have difficulty speaking it for several reasons. To help these speakers Avoid making judgments about incorrectly accented speech Be a patient listener Don’t finish the speaker’s sentences Don’t correct grammar and pronunciation errors Don’t pretend to understand Chapter 9 The World of Customer Service, 2e Odgers