Focusing on listening with the intention to understand, and not with the intention of merely replying makes customers feel heard and understood. This improves your effectiveness in pre-empting escalations. Learn about the difference in this video.
- There are two ways you can listen to a customer. … You can listen with the intent to reply. … Listening with the intent to reply … is listening for your opportunity to direct the customer … where you think they need to go. … You're listening with the intent to control the interaction. … The other way to listen to customers … is to listen with the intent to understand. … With this level of listening, … you seek to understand the other person, … you don't interrupt or make assumptions. … Your only focus is understanding the customer's perspective. … Let's watch the difference between listening … with the intent to reply … and listening with the intent to understand. … - Hi, I'd like to check the status of a shipment. … - Shipping details are available … on our website 24 hours a day, do you need the web address? … - I've already tracked on your website, … my issue is the package shows delivered but I don't have it. … - Tracking number? … - Yes, hold on. … TY3729. … - The package was delivered yesterday at 3:06 p.m. …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.