Scribd Logo
Upload

Welcome to Scribd!

  • 18 views

    Active Listening

    Uploaded by

    Anmol Lama
    Active listening and reading in customer service means fully focusing on what the customer is saying or writing, understanding their meaning, and validating their perspective. It is important for effective communication and building trust with customers. To actively listen and read, pay close attention to words, tone, and style while avoiding interruptions or distractions in order to correctly understand customers and resolve their issues quickly. Barriers include interrupting the customer, sticking rigidly to scripts, becoming defensive, or preferring to talk rather than listen.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Active Listening

    Uploaded by

    Anmol Lama
    18 views5 pages
    Active listening and reading in customer service means fully focusing on what the customer is saying or writing, understanding their meaning, and validating their perspective. It is important for effective communication and building trust with customers. To actively listen and read, pay close attention to words, tone, and style while avoiding interruptions or distractions in order to correctly understand customers and resolve their issues quickly. Barriers include interrupting the customer, sticking rigidly to scripts, becoming defensive, or preferring to talk rather than listen.

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Active listening and reading in customer service means fully focusing on what the customer is saying or writing, understanding their meaning, and validating their perspective. It is important for effective communication and building trust with customers. To actively listen and read, pay close attention to words, tone, and style while avoiding interruptions or distractions in order to correctly understand customers and resolve their issues quickly. Barriers include interrupting the customer, sticking rigidly to scripts, becoming defensive, or preferring to talk rather than listen.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    18 views5 pages

    Active Listening

    Uploaded by

    Anmol Lama
    Active listening and reading in customer service means fully focusing on what the customer is saying or writing, understanding their meaning, and validating their perspective. It is important for effective communication and building trust with customers. To actively listen and read, pay close attention to words, tone, and style while avoiding interruptions or distractions in order to correctly understand customers and resolve their issues quickly. Barriers include interrupting the customer, sticking rigidly to scripts, becoming defensive, or preferring to talk rather than listen.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 5

    Active Listening/Reading

     Active listening /reading in customer service means being totally


    focused on the words that the customer is saying, understanding
    what those words mean and responding in a manner that
    validates what they’re saying.
      Learning to listen/read to your customer is an important part of
    business communication.
     To understand the practice of active listening and reading so that
    you are fully attentive, fully present in the moment of interaction.
     Pay attention to both the actual words and for other clues to
    meaning, such as tone of voice or writing style.
    Tips to facilitate active listening and

    reading:
     If reading, keep your eyes on the page.
     Don’t interrupt; if reading, don’t multitask.
     Don’t take it personally when a customer is upset often they just
    want you to validate their frustration before you can move on to a
    solution
     Restate the message in your own words and ask if you
    understood correctly.
     Check frequently that you are collecting the right information and
    understand the issue correctly
    Importance of active listening/Reading
    in customer service.

     It helps to understand the customer needs.


     Build trust
     Resolve issues quickly
     Identify and solve problems
    What Are the Barriers to Good Active
    Listening/Reading?

     Interrupt the customer before they have finished


     Being too hell bent on a script that simply doesn’t answer the
    customer’s issue
     Get defensive over the customer’s view of the company
     Give in to a willingness to talk rather than listen

    You might also like