Customer Service: Improve Your Listening Skills


Listening is that the #1 communication skill for leadership, selling, customer service, and even romance! the matter is, most folks don’t listen alright . We’re not trained to concentrate and that we don’t even realize that listening may be a skill. People have lost jobs, customers, employees, and relationships due to an inability to concentrate during this issue we’ll examine ways to become a far better listener.

Listening Means Peace
Sheng jen is that the Chinese word for adviser . It literally means “one who listens.”
Joanna Rogers Macy, a peace activist, said listening is “the most powerful tool in peacemaking and the other quite social change work.” i’m wondering what would have happened if students, teachers, and fogeys were really listening in Columbine? Someone, somewhere missed the distress signals that the 2 young killers were sending out.

Just Be
When I was a volunteer on a suicide psychotherapy line, we were taught to require all threats of suicide seriously. How often have we told children , “You’re too young to be depressed.” Or “You they’re just browsing a phase.” Suicide is anger turned in against the self. How did we miss their anger? Why wasn’t it taken seriously? the error we make is to speak , advise, and debate rather than listening. we do not need to call on the carpet of wisdom. We just need to lend an ear. Most times people can solve their own problems. they only want to be heard. Take the case of my friend. She had a drag she wanted to debate . I listened as she thought through alternatives and discussed how she felt. She came to a choice . She thanked me for helping her to make a decision . I never did anything. She did it all. I just listened. Sometimes all you’ve got to try to to is be. Be there. Be present for an additional .

Soothing the Savage Beast
Did you recognize that talking actually reduces stress and anxiety? That’s right. Talking, confessing, getting it off your chest, will desire a weight has been lifted. But if people are jumping in with their own opinions, the person never gets the chance to vent and therefore the anxiety continues to create .
Let’s consider customers. Customers could also be external people that pay us, or they’ll be people we serve internally– co-workers and other departments.

When a customer is irate, why doesn’t the person immediately settle down once you present a solution? Because the customer is in an spirit . Solutions or problem-solving are intellectual exercises. The person isn’t there yet. To calm the emotions, you want to have a gathering of the minds. Acknowledge the sensation . “I can understand why you’re upset.” “Waiting on line for an hour must are so frustrating.” Until you acknowledge the sensation , the conversation will go nowhere. People got to be heard. it is a sort of validation. Respecting the sensation doesn’t suggest you accept as true with their opinion. It means you understand.

Communication breaks down when people ignore what they see in favor of what they hear. The body doesn’t lie. communication is quite half the message. once you hear a mixed message it’s because you’re giving an excessive amount of power to the vocable . Watch the visual communication for the important message and tune into the tone of voice. People use words to hide . What words conceal the body will reveal. If a customer or co-worker says, “Sure, no problem” and doesn’t make eye contact, seems distracted and curt, don’t trust the message.

Listening is Spiritual
What are your fondest memories as a child? Is it the one that bought you expensive gifts or the one that told you stories? In our materialistic society, we expect that providing for physical needs is that the measure of success. We work two and three jobs to offer children things “we never had.” within the frenzy, we may rob them of the riches we did have–time and a spotlight . I’ve never heard anyone be accused of listening an excessive amount of once I was a teenager , I could pontificate on all kinds of topics to my Aunt Gloria and she or he would listen. We were never judged. So all the nieces and nephews confided in her.
Listening may be a spiritual act. you want to suspend you own ego so as to actually hear another. Listening is one among the best gifts we will give another. It lasts a lifetime in our hearts.

Listening to Ourselves
While we’re busy trying to concentrate to others, how well can we hear ourselves? How can we really feel that customer, accepting that new job, going out thereupon friend? we do not take enough time to concentrate to ourselves. what’s your body telling you? consistent with Louise Hay, author of you’ll Heal Your Life, the body gives off messages. Different parts of the body signify different issues that are happening in your life.

Are you getting tons of colds? you’ve got an excessive amount of happening hamper and smell the roses. Lower back pain? you’ll feel a scarcity of monetary support. Money problems got to be addressed. To be a far better listener of others, we’d like to concentrate to ourselves, our intuition. Meditation may be a sort of self-listening. Is your head cluttered with mind chatter? is that the TV going all the time? you cannot hear inner messages unless you’ve got quiet time.

Tips for Better Listening

o Take all threats seriously. Listen when people discuss harming themselves or others.
o Be present. Let people talk. Talking relieves anxiety.
o Respect feelings. you’ll not agree but you’ll acknowledge their right to their feelings. Empathizing will calm an irate customer.
o Believe the visual message over the words. the good polygraph is that the body. Tune into the nonverbals and you’ll hear the important message.
o Trust your intuition. Take time to meditate. at some point every week , sit under a tree during lunch, or enter an area by yourself and tune into your thoughts, and body. Quiet your mind. once you get a “gut feeling” don’t dismiss it.
hear children. Spend time hearing their ideas, dreams, troubles, and success. they’re our future.

Practice shen jen. Be a adviser . Listen.

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