Page 16 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT
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Listening Skills:
It is impossible to practice effective customer service without
listening to the customer properly. Good communication demands
good listening skills.
Hearing becomes listening when we pay attention to what is said
and follow it closely.
The needed quality performance desired by Customers can only
be achieved by listening actively to those who interact with you.
One therefore needs to listen actively and act by responding with
the necessary behavior.
Ten Guides to Effective Listening
1. Show the Customer that you are ready to listen.
2. Put the person talking at ease
3. Empathize with the person talking
4. Talk less….listen more
5. Remove all distractions
6. Be patient
7. Try not to be angry no matter what!
8. No arguments!
9. Ask more questions for clarification
10.Don’t be judgmental.
