Press Release

You Can't Hear the Customer if You Aren't Listening

The authors of a new training guide introduce the concept of "service listening" and show how to apply it to better serve customers, clients and patients.

(Boonton, NJ, July 27, 2010) — On the phone or in person, listening is the single most important service skill. And while most people assume they know how to listen, the truth is that listening is a technique, which many people will practice and refine throughout their careers.

Service listening requires actively taking in what we hear, interpreting it, and acting on it.

But in today's busy work environment that's often easier said than done. Fortunately, there are some simple and powerful ways to develop good listening skills and to provide every customer with the most appropriate and professional service.

Guide to Effective Listening shows service professionals how to hone their listening skills. It begins with the nine techniques needed for service listening.

• Practice respect
• Eliminate distractions
• Listen with your body
• Show that you are listening
• Don't judge
• Keep your emotions in check
• Don't plan your response while the other person is talking
• Don't jump to conclusions
• Ask great questions

While many of these techniques come naturally, the key to becoming a better listener is to identify, understand and practice them.

The second section covers the special issues encountered when dealing with challenging customers, those with foreign accents or communication difficulties.

There's even a self quiz, which will help frontline staff evaluate their current skills and pinpoint areas for improvement.

Additional information on the report and ordering details are available online at http://www.CustomerServiceGroup.com/guide_to_effective_listening.php.

###

About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com