Understanding the Member Perspective

What are ways to show effective listening?

• Don’t make assumptions

• Avoid distractions and take notes to help you stay focused

• Pay close attention to the member to build rapport and pick up on details

• All of the above

What does Paraphrasing mean?

• Letting the member vent

• Listening carefully to what a member says and restating in your own words

• Interrupting the member to tell them what you heard

• Saying the exact words the member has stated

Empathy involves ___________. (Check all that apply)

• Taking perspective and avoiding judgement

• Giving judgement and then guidance.

• Recognizing emotion in others and communicating that you recognize their emotion

• Not being apologetic or showing sympathy

Be positive, Be Brief, Be Specific are parts of being ________

• Sympathetic

• Empathetic

• Sensitive

• Disruptive

Excellent customer service depends on your willingness to help our members solve their problems.

• True

• False

To show you are listening when replying to a member the best response is:

• "We can’t do anything about that !"

• "What you talking about Willis ?"

• "I see what you mean."

• "Well first off you did it WRONG!"

Members want to know that you are hearing and understanding their concerns.

• True

• False

To become a better listener you should _________

• Work on concentration

• Build Distrust

• Work on wrapping up the previous call before responding to current member needs

• Try to listen to the radio and the member at the same time

When you are paraphrasing, you should:

• Interrupt the member

• Always use different words not to be condescending

• Use the exact words of the member in a condescending tone

• Try mimicking the members voice when responding to the member

When determining the customers style it is important to:

• recognize, understand, and adapt to the style of the person you are working with

• disregard, show no concern, and only answer the question

• assume, show disinterest, and adapt to the style of the person you are working with