To Move from Woe to Wow . . . Listen Attentively
• Be fully present and give your customer your full attention.
• Stay calm and remain patient.
• Do not interrupt or become defensive.
• Let the customer express his or her concerns.
• Nod your head and use affirming words to show that you are listening.
• Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.
• Be fully present and give your customer your full attention.
• Stay calm and remain patient.
• Do not interrupt or become defensive.
• Let the customer express his or her concerns.
• Nod your head and use affirming words to show that you are listening.
• Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.
( Susan C. Young )
[ The Art of Action: 8 Ways to ]
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