Listening to Customers

Learn techniques and strategies that can help you bolster your critical listening skills—and, in turn, provide exceptional customer service.

Introduction

• Why should we listen to customers?

1. Successfully Listening to Your Customers: The Basics

• Critical listening skills: Getting started
• Customer care: Being judgment free
• Ask your customers the right questions
• Use empathy to build trust with customers
• Use body language in customer service
• Maintain the right mindset to provide great service

2. Successfully Listening to Your Customers: The Techniques

• Use the verify and clarify techniques to avoid mistakes
• Provide solutions to customers
• Manage unhappy customers

Conclusion

• Keep improving!