Customer Service Tip of the Week: What does it take to be a good listener?
When we are having a conversation with another person, are we really listening? Most of the time, it seems that we are not listening as keenly as we should be, but thinking about what we need to say next. Having good listening skills is essential if we plan on providing great customer service to others. If we listen attentively, we not only increase our rapport with people, but also reduce conflict when a challenging situation arises.
Listening is one of those skills that you and I can improve on through a very determined effort. During many of my workshops and keynotes, I talk about listening. Sometimes, the audience and I do a fun listening skill exercise together. Listening truly is a key to great communication.
What does it take to be a good listener? Think about these Five Tenets to Good Listening and see if they will help you:
Give your full attention to the person speaking to you.
Make eye contact.
Use confirmation noises to keep the conversation going.
Ask questions to confirm understanding.
Listen without criticism or judgment.
Good listening skills are essential in everything we do. Take some time this week to do a self analysis of your personal listening skills. Good listening skills help us all to become more productive in any team based environment. If you spend time listening, you just might hear what the other person is saying!