Welcome to the

Customer Service Course

The Importance of Active Listening

1

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.”

🙋‍♀️ Ways to Show Empathy