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This post is the second in a series on how to listen effectively. It is aimed primarily at customer service call center agents, and we therefore talk about call centers, customers, and companies. However, the principles presented will apply well to almost anyone in any situation, whether business or personal.
In Part One of The Customer Service Guide to Listening, we looked at the first two rules of effective listening:
- Make it obvious that you’re actively listening.
- Don’t try to help, or at least don’t try to help too soon.
We’re now getting to the point where the careful listening of those first two rules starts to pay off. You have not only allowed the caller to vent off some of the steam and frustrations that led to the call, but you have also had a chance to gather a lot of valuable information. Now it’s time to start fine-tuning that information, to make sure you understand the issues at hand.
Here is where things start to get a bit ironic, because while the next couple of steps are essential parts of listening, they actually require you to start doing more talking, as you’ll see in… [Read more...]