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  • 7 Listening Skills To Solve Customer Complaints

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    msthabet
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    This document outlines 7 listening skills to help solve customer complaints: 1) Give customers your full attention by clearing your mind and having an orderly workspace; 2) Listen with an open mind and focus on the real issues; 3) Ask respectful questions to clarify complex information; 4) Acknowledge customers' concerns and show empathy; 5) Don't make excuses or defend the company; 6) Work out a mutually agreeable plan of action; 7) Thank customers for bringing complaints to you. Using these techniques consistently will help solve problems for many unhappy customers and create a less stressful work environment.

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    7 Listening Skills to Solve Customer Complaints

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    This document outlines 7 listening skills to help solve customer complaints: 1) Give customers your full attention by clearing your mind and having an orderly workspace; 2) Listen with an open mind and focus on the real issues; 3) Ask respectful questions to clarify complex information; 4) Acknowledge customers' concerns and show empathy; 5) Don't make excuses or defend the company; 6) Work out a mutually agreeable plan of action; 7) Thank customers for bringing complaints to you. Using these techniques consistently will help solve problems for many unhappy customers and create a less stressful work environment.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as doc, pdf, or txt
    1K views2 pages

    7 Listening Skills To Solve Customer Complaints

    Uploaded by

    msthabet
    This document outlines 7 listening skills to help solve customer complaints: 1) Give customers your full attention by clearing your mind and having an orderly workspace; 2) Listen with an open mind and focus on the real issues; 3) Ask respectful questions to clarify complex information; 4) Acknowledge customers' concerns and show empathy; 5) Don't make excuses or defend the company; 6) Work out a mutually agreeable plan of action; 7) Thank customers for bringing complaints to you. Using these techniques consistently will help solve problems for many unhappy customers and create a less stressful work environment.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 2

    7 Listening Skills

    To Solve Customer Complaints

    Most people only listen to about 25% of what they


    hear. They tune out the other 75%. You can't afford to
    operate like that. Every action you take depends upon
    the information the customer tells you over the
    telephone. You don't have the option of looking at
    customers' body language to help you figure out how
    they really feel. So you have to make sure your
    listening skills are fine-tuned exceptionally well.

    Techniques to give customers your


    undivided attention ...

    1. Give your customers your full attention. Focus on


    what they are saying by clearing
    your mind and having an orderly
    desk and free hands. Remember,
    your brain can process information
    at 450 words per minute, while
    your customer only speaks 125 to
    150 words per minute. Don't let
    yourself use your spare "brain
    time" to daydream.

    2. Listen with an open mind. Be prepared to hear


    things you may not like or want to hear, but that could
    be valuable in helping you satisfy your customers later.
    Also remember, not everything you hear is equally
    important - listen carefully for the real issues and deal
    with them.

    3. Ask questions respectfully. If the information is


    complex or you're unclear about anything,
    ask the customer to clarify it. Don't add to
    the meaning of what you're being told,
    and repeat what you understand back to

    Page 1 of 2
    the customer to make sure you can provide the best
    service possible.

    4. Acknowledge the customers' concerns. Tell the


    clients that you understand what they are saying and
    how they feel about the situation. Empathy will help
    you establish rapport and salvage relationships with
    even the most unhappy customers.

    5. Don't make excuses or defend the


    company or product. Customers will resent
    you if you sound like you're not on their side.
    They will question whether you can provide
    satisfactory solutions to their problems.

    6. Work out a mutually beneficial plan of


    action. Decide what you can do to remedy the
    situation, and follow through. Never tell a customer
    "We can't do that." Instead, try "Boy, that's a tough one.
    Let's see what we can do." Then, find an alternative
    that can salvage the customer relationship.

    7. Thank the customer for bringing the complaint to


    you. Customers who tell you
    they are unhappy are giving
    you a second chance. Thank
    them sincerely for the
    chance to win their
    continued business and
    renewed loyalty.

    Even if you consistently use these proven listening techniques,


    you won't solve every problem and save every customer
    relationship. But you will be able to work out solutions for
    many unhappy customers, and create a less stressful work
    environment for yourself.

    Page 2 of 2

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