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Telephone Customer Service Training

 

The telephone is one of the most important tools when it comes to delivering exceptional customer service and managing difficult customer situations.

Because customers aren’t able to see body language, they will rely on tone of voice and language used to judge service quality.

 

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Customer Service Training Courses:

 

Training Formats Available:

 

Tailored In-house Training (Suitable for Training Groups)

  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course length, topics, delivery style and practical's are tailored to your requirements.
  • Tailored Course Manual & Certificate Awarded.

 

Open Courses (Suitable for Training Individuals)

  • Course Length: 1 day (9.30am - 5pm).
  • Course Manual & Certificate Awarded.
  • An average of 6 delegates per course ensures plenty of personal coaching is given and

     individual needs are met.

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Active Listening Skills

 

“WE WERE GIVEN TWO EARS - BUT ONLY ONE MOUTH FOR A REASON”

 

“FAIL TO LISTEN TO YOUR CUSTOMERS AND THEY MAY JUST TAKE THEIR CUSTOM ELSEWHERE!”

 

Bad Listeners

• Interrupt mid sentence
• Finish sentences for people
• Switch off from listening
• Get distracted easily
• Speak over people
• Show a lack of empathy and sympathy
• Use aggressive statements and bully customers
• Are unaware of their own body language

 

Active Listeners

The ultimate goal of the Active listener is not just to hear the words spoken, but to understand the message being sent.

 

Great Communicators Use Active Listening Skills To:

• Obtain information
• Understand the needs of customers
• Show genuine interest and respect for customer thoughts
• Improve customer relationships

 

ACTIVE LISTENERS WILL

 

Pay Attention

• Avoid distractions (Visual distractions) and other conversations
• Observe body language and facial expressions
• Keep an open mind so they don’t start to judge people - This can lead to mentally questioning the person and reduce the ability to listen actively.

 

Show They Are Listening By

• Nodding their head in acknowledgement
• Using a variety of listening phrases i.e. "I see", "I understand", "yes", "certainly", "right"
• Leaning towards the customer
• Making eye contact
• Using facial expressions (which can also effect the sound of their voice)

 

Provide Feedback

• Paraphrases the customers comments
• Summarise events
• Show understanding

 

Be Polite

• Wait for people to finish their sentence
• Acknowledge the thoughts and opinions of the customer
• Judge content and skip over delivery errors i.e. wrong use of phrases or terminology
• Don’t pre-empt what the person is going to say

 

Make Notes Of

• Key points made by the customer
• Questions you want to ask
• Refer back to these notes - This will help you to spend more time listening, opposed to thinking about the questions you want to ask

 

Respond Appropriately

• Show understanding
• Acknowledge issues
• Ask Questions

 

 

Related Articles:

 

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Clients Include

Hamilton Mercer Training - Clients

 

 

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Active Listening Skills Training

Telephone Customer Service Training
Call 0800 121 4660
Email
info@hamiltonmercer.co.uk
Enquiry form Click here

“Very informative and interesting. I really enjoyed this customer service training course. The trainer was a great tutor.”

Administrator
Faber Maunsell

 

“I found the course content to be very relevant. The trainer’s delivery of the course was perfect and interest was kept throughout. Overall this training course has been very useful for my role and development.”

Product Services Manager
Hormann UK

 

Listening Skills