Telephone Doctor Customer Service: 02. Listening Skills

Listening is a critical component when determining the needs of your customer. This course introduces six steps to help your team members become better listeners. As service providers, we often find ourselves playing the role of problem solver for our customers. The most effective problem solvers are those who have mastered the art of listening and asking questions. The goal of this course is to: provide you with the techniques to expand your ability to determine the customer’s needs, thus becoming a better problem solver. In support of this goal, participants who have successfully completed this course will have demonstrated the ability to: state the importance of the relationship between effectively determining the needs of a customer and providing excellent service to customers and recall and apply six techniques for improving effectiveness as a listener. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, support staff, customer service agents, associates, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, technical support and other customer facing team members.

Learning objectives:

• Discover how hearing is different from listening
• Identify and apply 6 techniques to become a better listener
• Integrate improved listening skills into your customer service best practices