What are some active listening skills to understand the needs of the customer?
active listening skills
Active listening skills play a pivotal role in understanding customer needs, enabling businesses to truly comprehend their requirements and deliver exceptional service.
By actively listening to customers, organizations can:
- Resolve customer queries faster
- Build stronger relationships
- Gain valuable insights
- Tailor their products or services
Read on to know about some essential active listening skills that can help businesses understand the needs of their customers more effectively.
1. Patience
To get to the bottom of a problem, you need to be in active communication with your customer.
They may be frustrated, all you have to do is be patient with them. Don’t interrupt them, and don’t assume for them. Let them express themselves, rather than use words like “I see” or “I understand” to maintain engagement.
2. Focus
To obtain the most information, try to be fully present and give the customer your undivided attention. Take as many notes as you can while listening intently. This way, you convey to them your interest in their problem-solving.
3. Acknowledging
After they’ve shared their concern, you need to acknowledge and assure them that you’ve been listening carefully. One of the best ways is to repeat what they’ve said in a paraphrase or summary manner.
4. Questioning
- If you’re not sure that you have listened to/understand a point correctly, seek clarification in a polite manner.
- Ask insightful questions to elicit thoughtful responses as opposed to simple “yes” or “no” responses.
5. Empathy
Empathy has a substantial role in customer support interactions that you can’t ignore.
Don’t judge them, instead empathize with them. Try to connect with them at a deeper level, share their sentiments, and respond in positive language.
Conclusion
Remember, listening is not just about hearing the words; it’s about comprehending the needs and desires behind them. Investing time and effort into honing active listening skills is a worthwhile endeavor for any customer support agent.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.