RedVector
ST-0171
Smart Customer Service 2: Listening for Understanding
Course Objectives
At the conclusion of this course, you will be able to:
- 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
SUBJECT MATTER EXPERT: Ben Eaton