#2 Listening Skills-Telephone Dr

The first step to being a good listener is

• turn your radio to a lower volume.

• write down everything the customer says, word for word.

• make a commitment to decide to be a better listener.

The words “hear” and “listen”

• are different: hearing is physical and listen is intellectual.

• can be used interchangeably.

• you hear and listen at the same time.

“You’ve called the right place!”

• Welcomes the customer and demonstrates you care about their needs.

• Is a clever way to answer a call.

• It lets the customer know they have “dialed” their call correctly.

Why is it important to concentrate fully on what the customer says?

• You don’t want the customer to be angry with you if you don’t say their name correctly.

• It’s a matter of courtesy. The customer deserves your undivided attention.

• To make sure you get the general idea of what the customer is saying.

What specific practices will help you keep from jumping to conclusions?

• Interrupt the customer as soon as you realize you know what the customer wants.

• If the customer pauses and takes a breath, that is when you size up the situation.

• Let customers finish talking so you can learn what their needs are.

Why is it important to give feedback to let the customer know you are listening?

• The customer will be able to determine that by your facial expressions.

• Using the same feedback phrase repeatedly assures the customer you are there.

• Using a variety of short responses lets the customer know you’re paying attention.

What things should you keep near the phone at all times?

• A clock, to time your calls.

• Paper and pen or pencil.

• A mirror, to ensure you are smiling at all times.

Why should you take notes while listening to customers?

• It keeps you from getting bored.

• You want to remember how many calls you have handled each day.

• You will have an accurate record of the call and can read back the notes to the customer to make sure you have the information correct.

What can you do to make note taking easier and more effective?

• Use a tape recorder and play back the conversation.

• Develop a system of abbreviations that you can write quickly.

• Use a roller-ball or gel pen instead of a pencil.

There is not much difference between hearing and listening.

• True

• False