Listening Skills for Customer Service

Effective listening is one of the most essential skills required by any Customer Service team. It’s absolutely key to determining what the customer needs and wants, and vital to your organisation’s success.
 
It’s not easy to listen well consistently, especially considering the large volume of calls any Service Rep has to deal with during a shift, but there are crucial listening skills which can be learned and built upon – without adding hours to the day!

Listening well is also vital to diffuse  aggressive or upset customers.

With these skills, your team will save time and energy, and your organisation will have happier, loyal  long-term customers.

What’s covered?

		How to become a better listener – without adding hours to your work-day!
		Why we don’t listen: looking at both internal blocks – assumptions and beliefs, personality styles – and external factors
		How men and women listen differently, the misunderstandings that can cause, and how to solve them
		Using the discovery, not directional approach - an easy way to build rapport and add value
		How to ask collaborative questions – learning to ‘ping’, not ‘probe’
		How to diffuse angry or aggressive customers before you move to fix the problem

Who should attend?

Any Customer Service team who need to listen more completely and effectively for your company’s success

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