Lesson 5 Notes- Hearing the Customer.docx - TQM101 Lesson 5 Hearing the Customer Lesson 5 Objectives Lesson 5 Assignments Describe the steps in the 1

Lesson 5 Notes- Hearing the Customer.docx - TQM101 Lesson 5...

This preview shows page 1 - 4 out of 7 pages.

TQM101 Lesson 5 Hearing the Customer Lesson 5 Objectives Lesson 5 Assignments Describe the steps in the listening process. Identify the causes of listening breakdown. Identity information- gathering techniques to improve customer service. 1. Read Chapter 5: “Listening to the Customer” 2. Complete Lesson 5 Essay
Image of page 1
TQM101 It has been said that sometimes people hear what others are saying, but they do not actively listen. That saying is true in a customer service environment for one very important reason. Think of yourself in a customer service role when all day, every day, you have to take calls or speak with customers who are not happy or need service. After a while, you begin to be desensitized to their comments and may think, "I have heard this all before." This means you are not actively listening, and customers may feel that you are not connecting to them or their needs. The following list includes steps to listening that you need to understand to be an effective listener. 1. First, stop talking. You cannot listen when you are talking. 2. Be in the moment with the person who is speaking to you. This means listening to the person. Do not think about what you will say next while your customer is talking. When you do that, you will miss not only some of what the person says, but also some of what they mean. 3. Be approachable to the speaker and show him or her you want to listen. This can include your body language, tone, or any number of aspects that show you want to listen to the speaker and are approachable. 4. Remove any distractions you might have around you. It is almost impossible to listen to one person if you are doing work, when others are talking around you, or when you are doing something else as the person talks. While you may be proud of your multitasking capabilities, your mind is shifting attention between the things you are doing. 5. Avoid judgment. Even though the conversation may have started with something you do not like, be open as you listen to the rest of the conversation. To be a better customer service professional, it is necessary to improve your listening skills.
Image of page 2
TQM101 Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers. Many times, these needs are not communicated to you directly but through inferences, indirect comments, or nonverbal signals. A skilled listener will pick u p one customer’s words and these cues or nuances and conduct follow-up questioning or probe deeper to determine the real need. Listening : an active, learned process consisting of four phases- receiving/hearing the message, attending, comprehending/assigning meaning, and responding.
Image of page 3
Image of page 4

You've reached the end of your free preview.

Want to read all 7 pages?

  • Fall '15
  • zimmerman

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Stuck? We have tutors online 24/7 who can help you get unstuck.
A+ icon
Ask Expert Tutors You can ask You can ask You can ask (will expire )
Answers in as fast as 15 minutes
A+ icon
Ask Expert Tutors