Communication Skills

Customer service representatives who listen well are most effective, because listening helps them understand customers and consequently better serve their needs. In this assignment, you will consider how CSRs can train themselves to become better listeners.
This is a seminar on how to improve one’s listening skills; it is very important part of being a Customer Service Representative (CSR) that your listening skills be top notch. It is important to learn that there are three valuable skills of effective listening: 1) Tune in ~ This is considered the first step in effective listening. To be a good listener one must be a successful listener. Being a successful listener is being physically and mentally willing to listen to your customer. This is giving he/she your undivided attention and aligning your body so that you are looking the customer straight in the eye. Another important point of turning in is turning off the outside distractions, focusing all your attention on the individual at hand. Not thinking about where you are going after work, not planning your response before you listen to the whole story from the customer(s) or passing a verdict/judgment on others before their story is heard. Demonstrate you are listening ~ The second step in this process is showing the customer you are concerned with their problem. Don’t just listen, but reassure the customer that you are concerned with their problem and only them at this time. During this step of listening, the important key is to focus on what the customer is saying and make you hear and understand what they are saying. Understand their body language, how is their posture, are the speaking rapidly, are their body language and words matching/consistent. For instance if a person is smiling and speaking rapidly they are more than likely to be interested