phone – effective listening skills module two. module overview: why customers call the purpose...

12

PHONE – Effective Listening Skills Module Two

Upload: dayna-white

Post on 16-Jan-2016

236 views

Category:

Documents

0 download

Report

Download

Tags:

Embed Size (px):

TRANSCRIPT

Page 1: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

PHONE – Effective Listening Skills

Module Two

Page 2: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 3: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 4: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

What customers expect:

Page 5: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 6: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 7: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 8: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

Listening Best Practices (cont’d):

Focus on customer Be curious Be alert Express empathy Remove distractions Acknowledge concerns

Page 9: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 10: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

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

Page 11: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

Listening Tips: Customers will tell you what they

want Customers can help shape new

products and services Take notes Always be courteous and

respectful

Page 12: PHONE – Effective Listening Skills Module Two. Module Overview: Why customers call The purpose of listening Importance of listening Listening

QUESTIONS AND ANSWERS

IELTS Actual Tests - Reading & Listening Academic Module · IELTS ACTUAL TESTS – READING & LISTENING ACADEMIC MODULE IELTSMATERIAL.COM 5 LISTENING TEST 1 SECTION 1 Question 1-5

Module 17 Listening

Strategies for teaching listening - DSERT-Home · PDF file · 2016-03-28recognise the importance of teaching listening and speaking : Speech and listening, reading and writing, are

Listening Test 1 (Module 1) - ne-proza.rune-proza.ru/data/files/Spotlight-4-Listening-Tests.pdf · Listening Test 7 (Module 7) • Listen and tick ( ) the correct box. e.g. Where

Module 1 (Units 1 and 2) Listening – A

Module 3. Communication Skills - PHI€¦ · message. Active listening means listening with our full attention. Active listening involves the skills of: Nonverbal communication: body

THE IMPORTANCE OF LISTENING IN INTERPERSONAL … 04 38.pdf · THE IMPORTANCE OF LISTENING IN INTERPERSONAL ... Emmert argues that listening is the active process of ... Paying attention

THE IMPORTANCE OF TEACHING LISTENING AND SPEAKING SKILLS

Importance of effective Listening

INTRODUCTION: This module concentrates on the importance ...images.pcmac.org/Uploads/HoustonCS/HoustonCS/Sites/... · Understand and develop good listening skills . MODULE OVERVIEW

Communication Skills and Focused Listening Module

Ppg module tsl3105 topic 2 developing listening & speaking

The Creating We Institute, The Importance of Good Listening and Conversation event

THE IMPORTANCE OF LISTENING IN INTERPERSONAL COMMUNICATION · nature of listening. P. Emmert argues that listening is the active process of making meaning out of another personřs

The importance of speaking and listening

Module 1 Comm,Importance,Role - Copy

The Shullman Research Center, The Importance of Good Listening and Conversation event

Active Listening Module

Module (8) Teaching Listening Done by :- Enas Abu Hamde

The Importance of Listening in the Workplace

The Importance of Listening to Your Customers

Soft Skills Module 5 Effective Communication: Listening, Speaking

Module 4 A Social Survey—My Neighbourhood Listening & Speaking

Communicating for Results 9e 4 Key Ideas Importance of effective listening Signs of poor listening Causes of poor listening Improving listening skills

importance of Listening, Critical ... - Jazz & Democracy

Machine Listening Eurorack Module - About us · Machine Listening Eurorack Module iteration. Early versions of libraries and interfaces are clumsy ... pitch chroma distribution, and

What did you Say? (The Importance of Listening in the Workplace)

Module Two Listening and Everyday English Listening and Everyday English 张兆建

Soft Skills Module 5 Effective Communication: Listening, Speaking

examenestrinity.elblogdeidiomas.es · Min. pass Reading Reading & Writing module Min. pass Writing Min. pass Speaking Speaking & Listening module Min. pass Listening Trinity College

Role and importance of listening

LISTENING (Definition, Importance & Effective Listening)

Objectives: By the end of this session We’ll be able to: know the importance of listening skill Types of listening How to present listening Teaching

Paper: 00, Business Communication Module: 11, …epgp.inflibnet.ac.in/epgpdata/uploads/epgp_content/S000023MA/P... · Module 11: Importance & Types of Listening ... Module Title Importance

Importance of Listening