![]() The cookie is used to store the user consent for the cookies in the category "Analytics". This cookie is set by GDPR Cookie Consent plugin. These cookies ensure basic functionalities and security features of the website, anonymously. Necessary cookies are absolutely essential for the website to function properly. ![]() ![]() Here’s a helpful audio tutorial covering 20+ probing questions you can ask your customers! Could you describe how you’d like the process to work ideally?” Probing questions take information the customer has already given you, and prompt them to go into greater detail.įor example, “Thank you for sharing your concern about adding new users to the platform with me. What impact did this have on your business?” Open-ended questions can’t be answered with a yes or no, so they force the customer to give you more details.įor instance, “I can see how that would be frustrating for you. For example, close all unnecessary tabs or programs on your computer, choose as quiet a spot as possible, and make sure your phone is out of sight. It’s hard to pay attention when there are other things pulling your focus away. “I really appreciate you taking the time to bring this to my attention.”ĭo everything you can to focus solely on what the customer is saying. “I’d feel exactly the same way in your position.” “I’m sorry you’ve had to deal with this.” This makes them more willing to divulge detailed information and open up about how the issue has made them feel. This technique can also be helpful if the customer’s query has been a little vague or confusing.įor example, “So just to make sure I understand, you feel the product you received didn’t look like what you saw on the website?”ĭemonstrating empathy is an excellent active listening technique to use, especially in customer service, as it helps the customer feel they can trust you. Repeating the customer’s problem in your own words is a good way of establishing whether you’ve understood correctly. If the customer trails off or hesitates, a simple, “Please continue” or “I’m listening” are also useful. They encourage the customer to keep talking, so you have a chance to pick up on small details as well as their emotions on the subject. Short verbal affirmations are a great way to let them know you’re listening without actually interrupting them. Many people start to feel uncomfortable speaking for a long period of time if what they’re saying isn’t being acknowledged. Use short affirmations to let the customer know you’re paying attention.This is another big difference between hearing and listening – really listening comes with a whole array of advantages that simply hearing doesn’t.ĭownload Now How to Be an Active ListenerĬonvinced? Here’s how to master the skill of active listening! When the customer knows you’re paying attention, they also know they’re being taken seriously. You’ll learn a lot! Both in your professional and personal life, active listening lets you identify (and retain) useful details, facts, and information you might otherwise never have picked up on. ![]() You’ll avoid misunderstandings that could escalate the problem.You won’t miss crucial information that can help you resolve the customer’s issue.You’ll be better able to identify and solve problems.You’ll be able to develop a deeper connection and build a better rapport with the customer.Here are some of the benefits you’ll experience as a customer service agent if you start practicing this valuable skill: Active listening, which we’ll discuss in detail next, takes this one step further. In order to assist any customer, you first need to understand their problem and their concerns – and that starts with listening to what they have to say. The Benefits of Active Listening in Customer Service You might have heard the teacher speaking, but you weren’t listening enough to consciously retain any information. Everyone has had the experience of coming away from a class or lecture you found boring and feeling like you don’t remember a single word of what was said. Listening is also a crucial differentiator between whether you do or don’t learn something. Listening is voluntary – you must make an effort and choose to really understand and process what is being said to you. Hearing is also involuntary – you don’t have any choice whether you do or don’t hear something.
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