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ProTip: Two Ears, Only One Mouth

Posted by Michelle Nitchie

Mar 13, 2018 9:04:00 AM

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Topics: Listening, Discovery and Questioning Skills, Self Improvement

Top 10 Customer Service Skills List: Be Attentive & Listen (#4 of 10)

Posted by Katie Scheer

May 30, 2017 9:26:00 AM

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(Originally posted on 11/5/13. Refreshed and enhanced in order to further capitalize on the popularity of the info.)

A key ingredient to creating a "wow" customer service experience is your ability to be attentive and to actively engage through the use of strong listening skills.  We have to be attentive during every interaction with the customer, otherwise there will be a disconnect between what the customer is saying, both verbally and nonverbally, and what you are doing.  We must give our customers our complete attention so we can truly understand what is being said; simply listening to and hearing what customers say is not enough.  The words being spoken are just the beginning.  You must pay attention to all of the extra, little things. 

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Topics: Memorable Interactions, Customer Service Skills, Customer Service Skills List, Being Attentive, Listening

Deliver QUALITY Customer Experiences to Your Customers

Posted by Katie Scheer

Jan 24, 2017 9:18:00 AM

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What can set you apart from your competitors is your ability to provide quality to your customers.  This is more than just the design, style, usefulness, and condition of the product or service you are delivering.  This is taking it past these logical elements of what you are selling by delivering a quality, focused customer experience

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Topics: Listening, Customer Service, Customer Experience

ProTip: Avoid the Bobblehead Look

Posted by Michelle Nitchie

Nov 15, 2016 9:00:00 AM

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via GIPHY

Practice Active Listening Head Moves. As you talk with others today, use these various methods of nodding with head tilts.
  1. Listen to someone, smile and tilt your head to the side, but withhold all nodding. Note what happens to the fluidity of the story. Does the speaker become uncomfortable?
  2. Now, tilt your head slightly to one side and nod your head while listening using single short nods. What happens?
  3. Now try the head tilt with the double nod. Did the person speed up the conversation?
  4. Finally, use a head tilt with the triple nod or a single, very slow nod. (Note: these nods will actually make you feel uncomfortable while doing them!)

The preceding experiments will help you determine when you should use each of the variety of nods with a date mate, the boss, your kids, or the judge. Try them out and see what works for each individual.

 - Janine Driver, You Say More Than You Think

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Topics: Rapport, Listening, Communication

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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