What’s one of the keys to great customer service? Listening to your customers and letting them know that you’re listening.

Here are five ways you can boost your listening skills and set your customers at ease, from Joy Fisher-Sykes’s article titled Bite Your Tongue! 10 Ways To Be An Effective Listener:

 

1. You don’t want to just hear what your customer is saying; you want to listen to what your customer is saying. Hearing your customer means you’re just hearing her voice. Listening to your customer means that you’re processing the information she gives you.
2. Be open and willing to whatever she has to say. Even if a customer is calling to complain, give her the same amount of attention and respect you would give a customer who calls to praise you.
3. Give your customer your full attention. Don’t attempt to read e-mails or fidget with something on your desk while she’s speaking. If there’s a legitimate reason that you can’t give her your full attention, tell her and re-schedule the conversation.
4. Be respectful. Pay attention to your tone of voice. Eliminate any traces of anger or sarcasm. Give your customer the impression that you’re glad she called and you want to help her.
5. Try empathy. This is especially effective if your customer is angry. Let her know that you understand how difficult her problem must be, even if you don’t agree with her. Be understanding of her situation and she’ll begin to cool down.

Filed under: Customer Service Corner