Customer Service Training Tips: Becoming a Better Listener

A basic part of customer service training is to teach how to be a better listener. In fact, one of the greatest gifts we can give to a fellow human is to be a good listener. A good training program will provide specific techniques a student can use to improve their listening skills. Being a good listener is principle #5 of the 5 Principles of IT Customer Service Success.

Listen to Understand

Stephen Covey’s Habit Number 5 is “Seek first to understand, then to be understood.” Covey taught that most of us don’t listen to understand, we listen to respond. In other words, while the other person is speaking, we may be listening intently, but we’re preparing what we want to say. That implies that we believe our ideas are more important than those of the person who is speaking.

The way to listen to understand is to focus on the person who is speaking and be intentional about blocking extraneous noise (both external and internal). It can also help to listen as though there will be a test on what the speaker is saying. Take notes to help remember what they said. Make sure the manner in which you listen makes the other person feel heard, understood, and respected. (Note: You don’t need to agree with the person speaking in order to make them feel heard, understood, and respected.)

Don’t Interrupt: A Customer Service Training Basic

Often, when you feel you know a subject well, you might be tempted to interrupt a speaker with your own thoughts and ideas. You may even believe you’re simply agreeing with the speaker and validating what they’re saying. It’s certainly okay, and even desirable, to give verbal cues that you’re listening. It’s not okay, however, to interrupt the speaker with something you want to say. Good customer service training will teach you to let the speaker finish. Don’t jump in on top of the speaker.

Use empathy to remember how you felt the last time someone interrupted you while you were speaking or spoke on top of you. You probably felt frustrated, disrespected, and maybe even a little angry. Work to be aware of yourself acting that way with others and don’t do it!

Listen Respectfully

Sometimes, when another person is speaking, you may disagree with what they’re saying. You may not like the way they look. You might find their accent or dialect annoying. As mentioned above, customer service training should teach you to listen in a way that makes the speaker feel respected and dignified. If you disagree with their ideas, say so without calling them names or acting in a condescending manner. If you don’t like the way they look or sound, keep your opinions to yourself and focus on the content of what they’re saying.

To listen respectfully, use your manners. Say please, thank you, and you’re welcome. Take a deep breath and keep your emotions in check. Stick to the facts. Be careful about confusing opinions with facts.

Download a free poster on how to be a better listener at CompassionateGeek.com/posters.

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