An Essential Customer Service Skill – Listening for Understanding


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Mature communicators will listen with active interest!

In order to listen with active interest, there are four key essential elements you must use to listen for complete understanding of your customer.

All these elements help ensure you hear your customer and let’s your customer know you are hearing what he or she is saying.

  • Pay attention. ?Give the customer your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly.
  • Show that you are listening by providing feedback. ?Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said.
  • Defer judgment. ? Interrupting frustrates the customer and limits full understanding of the message.
  • Respond Appropriately. ? Active listening is a model for respect and understanding. You are gaining information and perspective.

Republished with author's permission from original post.

Jack Dempsey
Jack Dempsey is the Chief Executive Officer of Pretium Solutions. Jack directs Pretium's revolutionary customer loyalty program, the Golden Touchpoint™, which is in active use in approximately 50 countries and over two dozen languages. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs.


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