Are YOU listening?   My guess is that most of you will answer "yes" when asked this question.  The truth is that there IS a difference between hearing someone and actually listening to what they are saying. 

Hearing - The act of perceiving sound by the ear.  It happens without thought or effort.

Listening - Something you consciously choose to do.  It requires concentration so your brain can process the meaning of the words and sentences that you are hearing.

Now, the question is...are you hearing your customers or are you listening to them?  Most people tend to be "hard of listening" rather than "hard of hearing".  I am going to share some great tips that will help improve your customer service listening skills.  Why?  Because listening leads to learning!  The more you know about your customers' issues, feelings, emotions, etc., the easier it is to resolve the issue at hand.

First off,  STAY FOCUSED!  Don't get distracted by your surroundings (e.g. co-workers, radio, reading emails).  Give your customers 100% of your undivided attention.  Believe me; they will know if you are not!

DON'T INTERUPT!  You can listen more effectively when you are not talking.  Wait for your customer to finish, as to not interupt their thought process.

TAKE NOTES!  Keep a pen and paper handy for questions or comments that may pop into your head while listening to your customer.  Wait for them to finish and then ask away!

DON'T GUESS  how they will finish their sentences.  Besides the fact that you will most likely be wrong...it is just plain, old annoying!

WHAT?  If you missed something, don't be shy about asking them to repeat it.  You have to know what they are in need of in order to help them.

DON'T ASSUME!  Most of us have heard the old adage of what happens when we assume.  Basically, don't jump the gun on how you think the customer will react or what they will say.  For example, if a customer calls in with their "angry" voice, don't assume that cursing and swearing will follow.

By utilizing some of the given advice, your customer service agents will be able to provide a higher level of support to your customer base.  By knowing what your customers' needs are, you will be able to keep your customers happy.  We all know that happy customers are repeat customers!

Feel free to email me at gretchen.robinson@aspdotnetstorefront.com.  I welcome all questions, suggestions, comments and concerns. Email your ideas for future customer service blogs!

"I know that you believe you understand what you think I said, but I'm not sure you realize that what you heard is not what I meant."  ~ Robert McCloskey