Being a good listener allows you to see the world through the eyes of others and to understand their feelings. This is especially important in the world of customer service; understanding customer requirements is the key to providing a fantastic experience…
Don’t talk over customers when they are speaking. Writer, Mark Twain, once said: “If we were supposed to talk more than we listen, we would have two tongues.” It’s true! Avoid seeming disinterested by changing the subject, or talking over others.
Hearing is not the same as listening. If you simply hear a change in tone, then you probably won’t pick up on any implications, or make any adjustment; however, if you really listen, you’ll learn to pick up on tone, interpret it and take appropriate action.
Try your best to put the customer at ease and let them know that they can talk to you- remain calm, enthusiastic and ask relevant questions to prompt further sharing. The more the customer shares with you, the more you’ll be able to help, tailoring your response/actions.
A good listener will empathise and understand. The key here is to keep an open mind. Even if you think you know the way this customer interaction may be headed, you may find that it heads in a completely different direction. Keep an open mind, listen and try to empathise with the customer.
On that note, don’t pretend to empathise by nodding along and saying things such as “I understand how you feel”- you both know that you probably don’t! If you don’t mean it, your customer will pick up on this. Always be genuine.
If you recap key points, then you ensure that you have fully understood the customer. You also let the customer know that you have been listening and proving that you care enough to double-check.
If you need any help with your customer service, simply get in touch to find out how we can improve you customers’ experience.