This is a great example of how engaging conversations can make for an amazing customer experience. Look at this chat transcript between a Netflix customer support agent and a customer. During virtual interactions via chats or emails, you can even use chat emojis and personalize emails to let your customers know that they’re interacting with a real person. Use affirmations to let your customer know you understand and empathize with what they’re trying to tell you. Here are a few tricks you should have up your sleeve while practicing active listening. No matter what the circumstance is, avoid a tone that is stressed out or too fast, since you may sound anxious about the situation and your customers need you to be confident and supportive when they reach out for a resolution. Maintain a calm voice while communicating with an upset customer. Also, while you practice becoming a better listener, spend some time focusing on your tone of voice and pitch so that your customer feels comfortable while communicating with you. Your customer can sense a smile even across a phone line. If you’re on a phone call, don’t forget to smile. Well, now your customer just feels less valued. If you send out an email, you might end up sounding like a robot, sharing the same canned responses over and over again. If you’re on the phone, this feeling of boredom may be apparent in your tone as well. You might be indulging in a secondary activity because you believe you’ve dealt with a similar issue earlier. You might be amazing at multitasking but if you are on a customer service call and you start working on something simultaneously, there’s a high probability you are unable to solve the query the first time around. How can you improve your customer service listening skills? 1. Hence, it is more critical for customer service teams to practice effective listening. For example, even if a customer raises an issue that you may have encountered earlier, treat it like this is the first occurrence and show the care it deserves to ensure a customer experience that shines.Ĭustomer service is a customer-centric industry. Customer Service Representatives can practice active listening to improve your customer service experience and build trust amongst your team and customers.Customer service teams with better listeners on their team account for better metrics with an excellent customer satisfaction score for the tickets resolved, high first contact resolution, and low average resolution time.What are the benefits of active listening in customer service?Īctive listening skills come with a whole lot of benefits. Keeping an open mind without projecting your own assumptions onto the person, using encouraging nods and hand gestures to show your interest during a face-to-face conversation, and asking relevant follow-up questions over a phone call, but only after the caller is finished speaking, are major aspects of this listening technique. Customer service reps should be trained to leverage their communication skills and active listening skills to understand customer needs, appease upset customers and deliver good customer service. Active listening in customer service makes the person fee l valued an d heard. You practice active listening when you not only hear what a person has to say but you’re able to show empathy. What do you mean by active listening in customer service? Note: To be a truly effective listener, you need to practice active listening. Attentive Listening: When a person chooses to give their full attention to someone, they don’t just hear what is said, they are able to sense how the person feels at the moment and ask follow-up questions for more clarity.They might eventually get bored and stop caring if they don’t find it relevant or important. Selective Listening: When someone chooses to listen selectively, they manage to pay attention only for as long as the conversation interests them.There’s a higher probability that they are lost in thought about something else. Pretend Listening: When someone pretends to listen, they simply nod along and make filler sounds to give the impression that they are listening.When it comes to listening skills in customer service, here’s the list you should know of: It could be associated with the tone of voice which a good listener can sense as compared to someone who just hears what someone has to say. However, the first step to active listening is hearing what customers have to say.īut what’s the difference between the two?Ĭustomer Service listening skills involve not only noting down the words spoken by the customer, but also the nuances of the issue raised. Customer service representatives rely on their listening skills to understand how a customer feels about a product or service, to resolve customer complaints and to ensure customer satisfaction.
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