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Effective listening is key to great customer service
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Customers want to be heard. They are desperate for your attention. They want you to understand them and in some cases know them better than they know themselves.
How do you accomplish this? Through active listening. Listening seems easy, right? But in fact truly good listening is more than merely hearing the words your customers speak. Stephen Covey talks about "listening with the intent to understand."
How can you become a better listener and understand your customers?
First of all, listen with your ears, eyes, heart and mind.
With your ears you will listen for the words your customer is speaking.
With your eyes you will "listen" to your customer's body language. Especially note if the persons non-verbal cues change. For example if their arms cross after you quote a price or solution.
With your heart you will "listen" to the emotional content of your customer's message. The emotional meaning is usually found in tone of voice or body language.
With your mind you will "listen" to what is NOT being said. You can usually tell if there is something that your customer is holding back.
When you listen, make sure that you don't rush in with your solution or comment. Listen and then acknowledge what was said. You can do this by repeating or reframing what your customer said to you, "So, Mrs, Jones, it sounds like you are looking for..." If you are wrong about your assumption your customer will tell you. After your confirmation you will want to ask open ended questions to get to the heart of the need or problem. Only after you truly understand your customer's need should you respond with your solution.
Does actively listening take longer? Probably. Will your customers appreciate the attention? Yes!
Effective listening does take practice and patience. Try listening actively today.
For more info: What your customers really want , Listening skills 101
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