Problem:
Listening to a customer is extremely important to resolving a customer complaint. If we do not listen carefully, the solution offered may be inadequate or simply unacceptable. In the following discussion, consider the importance of active listening when resolving customer complaints.
Please respond to all of the following prompts in the class discussion section of your online course:
- Consider a time when you believe someone wasn't listening to you. Describe the situation.
- Of the listening techniques is given below, which three do you think would be most helpful with an upset customer? Why?
- How can you improve your active listening skills? How can it help you improve your communication with customers? Explain your answer.
1. Stay present = Don't let your mind wander. Many are composing a response before the speaker has a chance to completely finish his/her thought.
2. Make eye contact = Let the speaker see your interest by regularly making eye contact.
3. Ask questions for clarification = This is not your time to respond. Get really clear about what is being said. If you don't understand, ask questions in an open non-charged manner.
4. Acknowledge feelings = If the speaker is telling you something about his/her feelings, acknowledge them. You don't have to agree to show that you see the speaker is upset or happy about something.
5. Restate or paraphrase = Make sure you are getting the information the speaker is presenting by periodically repeating what you hear in different words the speakers. "Let me see if I've got it so far."
6. Seek first to understand and then be understood = Before you state your thoughts and ideas make sure you totally understand and acknowledge the speaker's thoughts.
7. Give nonverbal feedback = While the speaker is speaking, be sure to smile, nod, frown, shrug your shoulders, or raise your eyebrows—whatever is appropriate.
9. Take in all the information both = Don't be afraid of this. Periods of total quiet will allow you and the speaker to think about what was said. When you are sure the speaker has completed his/her thoughts on the subject, it will be time for you to comment.
10. Get permission = Sometimes people just want to be heard. At other times they are seeking advice. Give advice only when requested and only after the person has had a chance to give you the whole story. If you are not sure, ask if the person is looking for your input.