Exam 10: Customer-Focused Listening

Two positive things happen when you practice active listening: the customer senses you care, and you gain a more comprehensive picture of the service situation.

Even the best communicators can occasionally create obstacles when responding to another person.

Responsive feedback such as, "I had a similar experience,"affirms the speaker's message.

Diverting, or switching to a more comfortable topic, is considered a key to effective communication.

When a listener responds by telling someone what to do and then backs up the solution with a moral or theological authority, it is known as

Active listening requires the energy and discipline to listen with your whole mind and body.

Restating or paraphrasing what the speaker says is considered a rude and unprofessional listening technique.

When you listen with your eyes as well as your ears, you look for nonverbal clues to see whether they reinforce or contradict what the person is saying.

A level 3 listener often daydreams or fakes attention and is usually more interested in listening rather than talking.

What can CSRs do to become better listeners while non-native customers are speaking?

The three listening levels discussed in the textbook are distinct and do not overlap, regardless of the situation.

Through selective listening, a CSR discovers important information that may alter his or her opinion and actions during customer service exchanges.

When non-native customers struggle with pronunciation, you should correct their grammar and help them by finishing their sentences for them.

When people filter the information they hear, they are interpreting messages through their own biases.

Receiving customer feedback is advantageous because it can indicate communication problems.

Empathetic listening encourages skepticism and a feeling of doubt in the customer's mind.

Empathetic listeners observe the emotions behind the words and then respond to the emotion as well as the words.

Listening is hard work because as you listen, you should be doing other things, such as answering the phone, completing paperwork, or checking your e-mail.

A few strategies to use when practicing active listening with customers is to be ready to listen and take notes, ask questions, and restate the customer's points for clear understanding.

CSRs must have strong listening skills regardless of whether they communicate face to face with the customer, on the phone, in written messages, or via an online chat.