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Responsive listening mirrors a genuine interest in the needs or difficulties of the customer. Also often people tend to interrupt others since they have made assumptions before gathering all the relevant information. Through cultivating an excellent listening skills, service representatives deserve to avoid make mistakes or misreading situations. In addition, listening closely to what the customer claims can help prevent problems in the future.
Directions: Evaluate her listening an abilities and determine where you might need advancement by comment the complying with questions v YES, NO, or SOMETIMES.
1. | Do ns judge indigenous the speaker’s ton of voice and delivery whether what is being said is worthwhile? ________________ |
2. | Do ns listen because that ideas, underlying feelings, and subtle messages? ________________ |
3. | Do I know my biases and put castle in perspective? ________________ |
4. | Does mine mind wander when I hear to someone talk? _________________ |
5. | Do i interrupt once someone makes an incorrect statement? ________________ |
6. | Do i give good feedback? ________________ |
7. | Do ns evaluate the logic and also credibility the what ns hear? ________________ |
8. | Do I need to have actually the critical word? _________________ |
9. | Do I shot to focus the conversation ~ above the other party? ________________ |
10. | Do ns effectively regulate the length of the conversation? ________________ |
Review your answers and also list your top three STRENGTHS and also WEAKNESSES:
1. | _________________________ | _________________________ |
2. | _________________________ ... |
Get 101 methods to enhance Customer Service: Training, Tools, Tips, and also Techniques now with O’Reilly digital learning.
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