Effective listening - for the provision of Customer Service Finest

Want to express your feelings and opinions in a clear and effective communication is one-half, and the other half is listening and understanding what others communicate to us.

However, when it comes to communication, we often think of how we express ourselves, and forget the importance of listening. The result is clear. Research shows us that, although the 50% -75% of our time is spent listening for everyday communication, but you only listen to what level of efficiency of 25%. In other words, 75% of our communication efforts are: misunderstood, misinterpreted, rejected, ignored, or distorted.

Many problems that arise in our interactions with customers can be attributed to poor listening skills. Listening is not the same feeling. Listening involves truly understanding the customer. "The most important principle in the field of interpersonal relationships is this:. Seek first to understand then be understood by most people listen, not with the intent to understand, but with the intent to reply." Steven R. Covey

If listening is to understand your customers, how often do you make an effort to truly understand your customers? In my classes I show participants a framework for 2 cars, and ask them to recommend me a car. Believe me, I have always suggested a machine, without asking me a single question. How can I recommend a car, without further clarification? How can you be sure I am buying for my personal use, or not? How do you know why I want to buy? You know what I'm willing to spend on a car?

The3-categories of listeners C.A.R

C = Competitive listeners. They are eager to express themselves. When the customer is talking, saying what you mean. They cut off customers or end their sentences, because they think they know what the customer is going to say. If you are thinking what to say, before the customer has finished speaking, one can understand it correctly?

A = attentive listeners. They make no effort to clarify and understand the customer. They pretend to be listening. Even if the client speaks too fast or use words that do not understand, they let themselves go.

R = Reflective / active listeners. They make every effort to understand the customer. They are involved in the conversation, ask questions and repeat again.

Develop your listening skills: MARS

To understand, to help and serve customers better, you must be a category "A" listener.The first step is that you want to listen to the customer, and understand it. Nobody can help you, and nothing can help you, unless you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. to improve your listening skills.

M = Make a show. Make him see that you are listening. This means the use of appropriate body language, or make encouraging noises.

A = Ask the customer. Questioning until they fully understand.

R = Repeat-This means reflecting feelings, reflecting or content. When you do, the customer will respond back "Yes, that's what I meant" or deny, "No that's not what I meant" and explain to you again.

S = Stop all the rest when the customer is talking. Stop what you're doing. Stop treating your thoughts....