Listening Tips — The Three Ss
People assume they know how to listen, the truth is that listening is a technique, which most people will practice and refine throughout their careers.
(Boonton, NJ, December 23, 2015) Listening is a vital part of customer service, says Editor William Keenan in the December issue of The Customer Communicator.
And good listeners rely on more than just their ears. They get their whole body into the act, even when they are dealing with customers over the phone.
Keenan recommends keeping the three Ss in mind to avoid distractions and remain focused on the customer.
- Sit up straight. Even though you can’t see the caller, assume a position of concentration. Imagine that the customer is facing you and give him or her your complete attention.
- Shift. When you feel your attention starting to drift, change your body position. Straighten up, stand up, or turn away from potential distractions.
- Stare. The mind often follows the gaze so keep your eyes fixed on the work at hand or focus on a neutral object on your desk.
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.