Objective: Teach how to listen and understand the customer's needs.
👀 Eye Contact: Maintain good eye contact with the customer to show that you are paying attention and care about what they are saying.🙂↕️ Nodding: Small gestures like nodding or smiling can show that you are following the conversation and understand their point.
👂Active Listening Techniques
🗣️ Paraphrasing and Summarizing: Repeat or paraphrase what the customer has said to confirm your understanding. For example: “So, if I understand correctly, you are looking for a faster solution to this problem.”
👂Active Listening Techniques
Start with "What," "How," or "Why": These questions encourage more detailed responses. Example: "What do you value most in a product like this?"
💬 How to Ask Open-ended Questions
Avoid Closed Questions (Yes/No): Open-ended questions allow the customer to express themselves more.
Instead of asking, "Are you satisfied?" try, "What can we do to improve your experience with us?"
💬 How to Ask Open-ended Questions
Encourage Details and Explanations: Use phrases like
“Tell me more about your experience” or “How can I assist you better in this situation?”
💬 How to Ask Open-ended Questions
Acknowledge the Customer’s Emotions: Use phrases like“I understand how frustrating this must be for you” to validate their feelings and show that you care.
🙋♀️ Ways to Show Empathy
Maintain a Kind and Understanding Tone: Adjust your tone to sound warm and sincere, showing empathy and understanding in every interaction.
🙋♀️ Ways to Show Empathy
Offer Solutions with Empathy: After acknowledging their concerns, move on to offering solutions in an empathetic way. For example: “I’m really sorry for the inconvenience. Let me resolve this quickly so that you won’t have this problem again.”