Improving Customer Relations with Social Listening: A Case ...
Chapter 5 Listening to the Customer
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Transcript of Chapter 5 Listening to the Customer
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Chapter 5 Listening to
the Customer
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Learning Objectives
Describe why listening is important to customer service
Define the four steps in the listening process List the characteristics of a good listener Recognize the causes of listening breakdown
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Learning Objectives
Develop strategies to improve your listening ability
Use information-gathering techniques learned to better serve customers
Apply concepts discussed to generate meaningful responses to your questions from customers
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Importance of Listening
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Figure 5.2 - The Listening Process
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Figure 5.3 - Questions for the Listener
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Figure 5.5 - Characteristics of Effectiveand Ineffective Listeners
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Personal Obstacles
Biases Psychological distracters Physical condition Circadian rhythm Preoccupation Hearing loss
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Figure 5.6 - Indicators of Poor Listening
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Listening Skill Level
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External Obstacles
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Other Obstacles
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Strategies for Improved Listening
Stop talking Be prepared Listen actively Show a willingness to listen Show empathy
Service recovery: Correcting something that has not gone as promised, by going the extra step of providing compensation for the customer’s inconvenience
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Strategies for Improved Listening
Listen for concepts Listen openly and avoid biases Send positive nonverbal cues
Congruence: ensuring that verbal messages sent are in agreement with the nonverbal cues used
Refrain from arguing Take notes, if necessary
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Information-Gathering Techniques
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Additional Question Guidelines