1. Why is it important to concentrate fully on what the customer says? Everyone is busy. Why not try to get something else done while the customer is talking? 2. We all have trouble concentrating from time to time. Why do our sometimes wander? 3. In addition to internal challenges to concentration, there are external factors to be overcome. What are some of these? TELEPHONE DOCTOR® PRESCRIPTION: Give the customer your undivided attention. Focus on what the customer is saying. Avoid distractions. Do one thing at a time. Discussion Questions Key Point #4: Keep an Open Mind –
1. Why is it important to concentrate fully on what the customer says? Everyone is busy. Why not try to get something else done while the customer is talking? 2. We all have trouble concentrating from time to time. Why do our sometimes wander? 3. In addition to internal challenges to concentration, there are external factors to be overcome. What are some of these? TELEPHONE DOCTOR® PRESCRIPTION: Give the customer your undivided attention. Focus on what the customer is saying. Avoid distractions. Do one thing at a time. Discussion Questions – Key Point #4: Keep an Open Mind
TD2Listening%20Skills%20to%20Improve%20Engagement%20WB%20FINAL%203.2017.docx