The World of Customer Service, 2e Odgers

1Chapter 9

Chapter 9Chapter 9Customer-Focused Listening SkillsCustomer-Focused Listening Skills

ObjectivesDistinguish among the three levels of listening.Explain the importance of active listening.Develop techniques for becoming an effective listener.Describe barriers of effectively communicating and listening.Identify techniques for communicating with ESL speakers.

The World of Customer Service, 2e Odgers

2Chapter 9

Three Levels of ListeningThree Levels of Listening

Level 1 ListeningCharacterizes a good listener who suspends judgment, is empathetic, and who listens with a high degree of understanding and respect

Level 2 ListeningDescribes a listener who mainly listens to words, but does not fully understand what the words mean

Level 3 ListeningDescribes a listener who may be daydreaming, forming a premature reply or faking attention

The World of Customer Service, 2e Odgers

3Chapter 9

Active ListeningActive Listening

Means listening with your whole mind and body—not just your earsFive strategies that help improve active listening skills

1. Be ready to listen2. Be ready to take notes3. Demonstrate that you are listening4. Ask questions5. Restate the customer’s points

The World of Customer Service, 2e Odgers

4Chapter 9

Strategies forStrategies forEffective ListeningEffective Listening

Realize that listening is hard workMake good use of the thought-speech ratioSeek to listen in more than one wayGive the speaker spaceDon’t begin speaking the moment the person stops talkingDevelop an open posture that encourages the other person to talk

The World of Customer Service, 2e Odgers

5Chapter 9

Listening TechniquesListening Techniques

1. Pay attention

2. Be courteous

3. Nod your head

4. Repeat the statement

5. Don’t be judgmental

6. Ask follow-up questions

7. Listen with your entire body

8. Respect the other person

The World of Customer Service, 2e Odgers

6Chapter 9

Three Types of FeedbackThree Types of Feedback

Reflective feedback mirrors content and intent“If I understand you correctly, what you are saying is…”

Responsive feedback characterizes the listener’s feelings

“When you [action], I feel [reaction].”

Reactive feedback reaffirms the speaker’s message

“I had a similar experience. It was…”

The World of Customer Service, 2e Odgers

7Chapter 9

Passive Listening and Passive Listening and Selective ListeningSelective Listening

Passive listening is characterized by hearing without sending any feedback

It offers no indication of acceptance or rejection of the message.

Selective Listening is hearing only what you want to hear, filtering out what is not important or of no interest to you.

The World of Customer Service, 2e Odgers

8Chapter 9

Empathetic ListeningEmpathetic Listening

Empathy is seeking to understand the other person’s position without getting emotionally involved yourself.Putting yourself in the customer’s place can help you analyze the message from his her perspective.

Guiding principlesBe attentiveBe interested in the speaker’s needsListen with a caring attitudeAct as a mirrorDon’t get personally involvedUse verbal cues

The World of Customer Service, 2e Odgers

9Chapter 9

Roadblocks to Roadblocks to Communicating and ListeningCommunicating and Listening

1. Judging or criticizing

2. Naming or labeling

3. Commanding or ordering

4. Moralizing

5. Diverting

6. Advising

The World of Customer Service, 2e Odgers

10Chapter 9

Effective Communication Effective Communication with Non-Native Speakerswith Non-Native Speakers

ESL (English as a second language) customers have studied English and generally comprehend it, but may have difficulty speaking it for several reasons.

To help these speakers

Avoid making judgments about incorrectly accented speech

Be a patient listener

Don’t finish the speaker’s sentences

Don’t correct grammar and pronunciation errors

Don’t pretend to understand