![]() ![]() ![]() Asking follow-up questions makes customers feel that they are being given the time they need to voice their concerns and even ask their own questions. But, the customer service representatives who truly understand effective communication know that each customer call needs time.Ĭustomers shouldn’t be rushed. It can be really tempting to want to wrap up each customer call as quickly as possible and move on to the next person or ticket in your queue. Ironically, it’s actually when he’s being more vocal – asking a lot of questions, following up on previous points, and engaging in dialogue, that I truly feel heard. Sometimes this means he’s taking in what I’m saying (rarely!), but usually it means he’s only half-listening. I can tell right away when my husband isn’t really listening to me, because he’s completely silent while I’m talking. One of the best ways to reassure someone that you’re really listening is to ask a lot of follow-up questions. Actively listening to your customers is such a successful approach that more and more companies have switched to it over older models.39587 Actively Listening Means Asking Follow-up Questions When you do that, existing customers will appreciate you even more, and that’s how you get raving fans. Many companies have made a success of pivoting to meet customer demands (ourselves included) and it is clear to anyone that the best way to grow your company is by implementing customers’ feedback. If you want to create 'raving fans', start by actively listening to your customer. And this may be wildly different than you think. If you listen to your customers, even if that’s just on social media or basic feedback surveys, you gather a wealth of information about how your customers view your product. Customers Will Tell You What to Sell Them ![]() And, since phone calls are still the consumers’ preferred method of contacting customer service, exercising the skill of active listening will reap valuable returns for any organization. In fact, research finds that 60% of business problems can be attributed to poor communication. So, even though actively listening may be a challenge, it’s critical to providing a great customer service experience. On average, humans are able to actively listen to 125 to 250 words per minute but can think about words at a rate of 1000 to 3000 words per minute.ħ Tips for Success from Call Center Professionals In fact, we even have a vocalization protein in our brains! As humans, we listen to far fewer words than we think about. Vocalizing our thoughts and feelings, regardless of our gender is an innate part of our human experience. Customers Want to Truly be Heard and Understood Here’s why active listening is one of the best communication tools every customer service call center representative should master. And customers do notice - nearly 50% of customers believe companies act empathy when delivering customer service. The more empathy you have with your customers - the more you listen to them - the more they will value their relationship with you and the product and services you offer. It’s critical to engage in active listening in order to make that person feel truly heard, understood, and served. #empathy #custserv #cx Click To Tweet Why is active listening important in customer service?īehind every customer call is a real person, looking for guidance or a solution to a problem. The more empathy you have with your customers, the more they will value their relationship with you - and your products. Active listening in customer service means being totally focused on the words that the customer is saying, understanding what those words mean and responding in a manner that validates what they’re saying. What is active listening in customer service?Īctive listening is the foundation of effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. They say the key to any healthy human relationship is effective communication. Significantly boosted CSat while reducing abandon rates Conversation Scheduling Let your customers decide when to receive a call-back from you.Programmable Call-Backs Offer call-backs at any stage in your customer’s journey.Visual IVR Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience. ![]()
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