interrupt. Let customers finish what they Don’t ♦ start to say. Stick to the facts. Avoid assumptions. ♦ Remain objective. jump to conclusions. Don’t ♦ Key Points: Listening Skills (Cont.) 5. Give Feedback That Listening You’re Give verbal feedback clues to let the customer ♦ know listening. you’re Use a variety of verbal clues to avoid sounding ♦ bored or mechanical. 6. Take Notes While You Listen Always have paper and a pen or pencil by every ♦ phone. Use a system of abbreviations to make note ♦ taking easier and more effective. Repeat or rephrase the message back to the ♦ customer. Instructor’s Notes:
♦ Don’t interrupt. Let customers finish what they start to say. ♦ Stick to the facts. Avoid assumptions. ♦ Remain objective. Don’t jump to conclusions. Key Points: Listening Skills (Cont.) 5. Give Feedback That You’re Listening ♦ Give verbal feedback clues to let the customer know you’re listening. ♦ Use a variety of verbal clues to avoid sounding bored or mechanical. 6. Take Notes While You Listen ♦ Always have paper and a pen or pencil by every phone. ♦ Use a system of abbreviations to make note taking easier and more effective. ♦ Repeat or rephrase the message back to the customer. Instructor’s Notes:
2Listening%20Skills%20to%20Improve%20Engagement%20LG%20FINAL%203.2017.docx