A couple of years ago I changed long distance carriers and telephoned my local carrier to approve the switch. The local carrier representative mentions my eligibility for a new reduced rate plan. After I agree to enroll, she says it will go into effect within a week and gives me a start date. Three weeks later another local carrier representative calls to sell the same reduced rate plan to me - again! After asking him to check my account, he discovers it is not activated. He muses about a glitch; and he tells me to call customer service. I explain to the local carrier customer service representative the sequence of events. With defensiveness she blurts out, "But your long distance carrier could not have sold this plan to you. Only we, your local carrier, can activate any local rate plan changes." It's annoying and rude when a customer service person communicates they are not listening. “I don’t really care,” is the message. Listening is not the same as hearing. We're born with the ears to hear. But listening takes energy, time and practice. Here are six practical hearing aids to make your listening more attractive, save time and reduce stress in the process. First, give your full attention to your customer. When I spoke with the local telephone carrier representative I heard clicking on a computer keyboard and other conversations in the background. If those distractions had some of my attention, it's likely the customer service representative was distracted also. Be physically, mentally and vocally part of the conversation. Second, ask clarifying questions before you do your talking. If you want to clearly understand your customer's concerns, respond to a complaint, objection or concern first with a question ('So what you are saying is ... '.) Then keep quiet while you listen to their reply. Third, anticipate keywords. With experience you learn how to quickly satisfy the most common complaints. When you hear keywords about these everyday situations use them to help you suggest a solution when the time comes. This is sometimes called leveraging. Fourth, listen for feelings first and specifics second. Check your understanding of their emotions from their point of view ("It must be frustrating to not get what you think you were getting.") If that perception check is correct, (“Yes I am just fit to be tied,”) continue with the specific ideas you heard your customer express. This type of verbal feedback, particularly on the telephone, can clarify the concern without you saying something there is no need to say. Fifth, identify what bad listening habits you have and begin to minimize and improve them. The top five worst listening habits most of us have are: reacting emotionally, listening only for the facts, getting distracted, faking attention and being critical of the speaker's delivery. Found yours? Know it and do something improve it. Sixth, take notes. Everyone in today's business environment, hears ideas, concerns and comments from many people. It's easy to mix one customer's comments with anothers. Take notes of keywords, important ideas and the whole picture as you listen. A famous historian once said, " When you talk, you repeat what you already know; when you listen, you often learn something.” You can communicate more satisfactorily, reduce misunderstandings and show anyone – customers, friends and family – that you care when you use the six steps to listening. Now that’s attractive! Pat Weber is a coach, certified telelcass leader, and corporate trainer. In her business coaching, she works with small business owners, independent professionals and salespeople to help them get more of what they want sooner than later by getting clear, focused and infused with energy. Life is too short for slow coaching. Visit her website at http://www.prostrategies.comhttp://www.prostrategies.com. Sign up for
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