Need to improve your listening skills in a call Centre? Listening to a customer is essential part of the selling process, so here are a few tips to on how to improve listening skills on the phone.
How to improve listening skills on the phone #1: Pen and Paper
Always have a pen and paper handing when on a call. Customer may say something important that you don’t want to forget or you want to mention something at a later time.
By having information on paper it will then prompt you to take action on what the customer has told you.
How to improve listening skills on the phone #2: Repeat/Recap
Once the customer has spoken, repeat or recap what they have just gone through.
This will check that you heard everything correctly and it will reassure the customer that you are listening and understood everything they’re saying.
How to improve listening skills on the phone #3: Don’t interrupt
You want to make the customer feel like what they have to say is important, always let them finish what they’re saying before you start speaking.
You don’t listen when you are talking; so always let the customer finish. If you interrupt the customer you may come across rude and that you don’t want to listen.
If you continue to speak over them you will quickly lose the customers attention and rapport.
How to improve listening skills on the phone #4: Questions
Continue to ask questions, by asking questions you will quickly gain information that you need.
It will make customer feel that their query or point matters to you and you will do what ever you can to help.
How to improve listening skills on the phone #5: Maintain Focus
Maintaining your focus is a key element to listening skills, if you don’t focus you will subconsciously not listen.
Sitting up straight will help you maintain your focus and don’t have anything on your desk that could distract you. Click here for more information on how sitting up straight can help you build rapport
So that was a few key points on how to improve your listening skills. Hope it helps, please feel free to leave any comments below.