Customer Service Training TIps

Stop Checking your Blackberry

In today’s world of cell phones, BlackBerrys, and people’s ears being hardwired into iPods, the skill of listening is rarer, and more highly valued than ever. With so many people ‘multi-tasking’ (not being full attentive to the person they are talking with), customers are craving to be fully listened to. You aren’t really listening when your phone is vibrating, or if you take a call while a customer is waiting. You aren’t really listening if you’re just waiting for your turn to talk. Real listening means not just hearing the words, but attempting to sense the emotion behind the words. When you’ve fully listened to someone, you’ll speak with more than understanding; you’ll speak with compassion. When it comes to influence, talk is cheap. It’s listening that’s rare and valuable.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

Multitasking means screwing up several things at once.

 

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