How to Listen to Customers

Video Transcript

In this section we're going to be discussing a model known as 123s of customer service. I'm Pamela Unruh with Expert Village. The next step in the number two portion of the 123s of customer service is to listen. It's very easy to say and through it in there but listening is actually the most easily forgotten step of two way communication, ask anybody what is the most important. They will say what you say, what you hear, listening is the most important because this is where you really get to the true matter of what the customers issue is. Remember you know your business inside and out, you know what your company can do. When a customer comes in, they may not know exactly what to expect. If you listen, you can glim from their conversation what their concerns are. Another point is to repeat back to your customer what you heard. It shows them that their issue is important to you and that you had not only heard it but you listened to it. Remember that is the important distinction between hearing something and really listening. If you're really listening then you'll understand what the customer issue is so repeat it back, let them know you understand and that you can help them from that point.

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