2. How many times do you hear your customers say: “YOU ARE NOT LISTENING TO ME!!!”
3. Now ask yourself: What did I say or do to alienate this customer? What verbal cues did I miss? Did I put my agenda above his or her needs? Have I made other customers feel the same way?
4. Customers are no different than ourselves: They crave someone who understands them; sympathizes with their difficulties and values their input. Most of all, they expect a RESOLUTION. The following slides provide FOUR simple strategies to avoid distractions, and thus enhance your listening skills.
5. 1. KNOW YOURSELF. What behaviors strike a nerve with you? Do you grow testy when customers are not to the point? Do your emotions boil when customers project their frustrations onto you? Are certain pressures---attaining quota (sales); reducing talk time (customer service), meeting deadlines (administrative)---taking precedence over building rapport and solving problems? By identifying your weaknesses, you can consciously curb attitudes and actions that might alienate customers.
13. 4. UNDERSTAND AND SOLVE THE PROBLEM. Listen for clues to what’s truly troubling your customers. Paraphrase their words to confirm your understanding. Ask them to repeat themselves to ensure you didn’t miss anything. Ask for clarifications, to make them think everything through. Once you know what they want out of the conversation, it is time for you to DELIVER. Find the best possible solution to the customer’s problem. And-when it is done, say “Thank you.” Remember, it is truly a compliment when customers give you an opportunity to LISTEN and save the relationship.
