Living the Experience Day 1

What is "Active Listening" ?

• 'Active listening' means, To fully concentrating on what you are communicating to others

• 'Active listening' means, To is fully concentrating on what you are doing and multitasking.

• 'Active listening' means, as its name suggests, actively listening. That is fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker.

• 'Active listening' means, To fully concentrating on the transaction and ignoring everything the client is saying.

When taking notes, remember to:

• Write down every single detail

• lose concentration when it matters the most.

• Write down credi card and social security numbers for personal records.

• Try to recognize the type of issue

  Main Idea

  Troubleshooting

  Retention

  App/ Website

What is paraphrasing?

• express the meaning of (something written or spoken) using the same words the other person used.

• express the meaning of (something written or spoken) using different words, especially to achieve greater clarity.

• express the meaning of (something written or spoken) using diffferent topics to express an idea.

• express the meaning of (something written or spoken) using different tools in your system to make commnication clearer.

Why is summarizing important ?

• You can ensure that you give the caller the answers and solution they’re calling about. You can provide the friendliest of services. All of these have proven effective when it comes to creating happy customers.

• To have a good conversation.

• To speed up the process.

• To listen better.

What are acknowledgement statements?

• To thank the clients for their support.

• To avoid spending too much time on the call.

• To be able to sale more products.

• An acknowledgement statement is a statement that revolves around the principle of recognising a problem.

  So, swiftly assure the customer that they have been understood and then focus on finding a solution.

What is a good example of an acknowledgement statements to apologize?

• I understand the inconvinience this maybe causing you; allow me to sort this out.

• I would feel the same way in your situation, allow me to sort this out.

• I am very sorry that happened. allow me to take care of that issue right now.

• I completly understand why you'd want that.