1. PHONE – Effective Listening Skills Module Two

2. Module Overview:  Why customers call  The purpose of listening  Importance of listening  Listening Best Practices  Listening Bad Behavior  Listening Tips

3. Why customers call:  To ask a question  To request information  To provide information  To express a concern or complaint  To convey a compliment

4. What customers expect: CSM Answers Courtesy and Respect ReliabilityFeel ValuedTrustCompetence

5. The purpose of listening:  To let the customer know they are being heard  Demonstrate good customer service  To build a good rapport and trust  To accurately identify and capture customer’s concern or request  To efficiently resolve customer concern

6. Why listening is important:  To resolve concern quickly and accurately  To avoid costly mistakes  It’s proper etiquette  It’s respectful  To properly manage customer expectations

7. Listening Best Practices:  Stop talking  Listen to the tone of the customer  Take notes  Be impartial and objective  Be patient  Repeat or recap request for clarification and confirmation

8. Listening Best Practices (cont’d):  Focus on customer  Be curious  Be alert  Express empathy  Remove distractions  Acknowledge concerns

9. Bad Listening Behavior:  Interrupting the customer  Changing the topic/subject  Getting ahead of the customer  Becoming defensive  Responding to environmental noise  Pre-occupation with other interests

10. Bad Listening Behavior (cont’d):  Evading difficult requests/concerns  Making excuses  Faking attention  Being non-responsive

11. Listening Tips:  Customers will tell you what they want  Customers can help shape new products and services  Take notes  Always be courteous and respectful

12. QUESTIONS AND ANSWERS