Smart Customer Service 2: Listening for Understanding

As a frontline employee you are the primary source of communication between your company and its customers. You can improve your ability to interact well by developing listening skills. When you hear and interpret a message correctly, you will be able to understand your customers’ requests and that is the key to handling each and every customer successfully. This interactive online course is designed to help you improve your listening skills so that you will be able to interact well with all your customers, whether you handle them face-to-face or by telephone.

• Identify external and internal barriers to communicating with your customers
• Discuss techniques, such as listening actively and attentively, to help interpret customer requests correctly
• Describe nonverbal listening strategies to communicate attentiveness and interest to the speaker
• Explain ways to check for understanding , such recapping, asking questions, and summarizing, as to ensure you interpreted the customer’s message correctly