Listening Skills

Listening Vs Hearing

When a door closes, we hear it. When we put our ears to the closed door to find out what’s happening behind it, we start listening. When you sit in a training session you can hear the sound of the a/c, the sound of the birds chirping etc.
Hearing is a physical, biological act. Listening is a conscious act.
Listening = hearing, receiving, understanding, comprehending and then responding appropriately.
First, ensure you can hear everything clearly; secondly ensure that the other person knows you are listening. Affirmative verbal nods - e.g. "‘I see", "Okay", "uhuh", "mmm"," go ahead ","please carry on"and so on, help the customer continue the conversation. Don’t let the silence break down the conversation, forcing the customer to ask, "anybody out there?" Short statements like "I get what you mean" and "‘that’s clear" gives a feeling of assurance to the caller that he/she is being heard.
Listening is a skill.

There are 2 types of listening.

* Active
* Passive

Characteristics of an apprehensive customer

* They seem unsure and mumble
* Reluctant to interact with people
* Requires constant reassurance
* Needs step by step instructions

How to deal with an apprehensive customers

* Sound confident when giving resolution
* Be friendly and courteous
* Build rapport
* Empathize
* Listen carefully
* Give step by step instructions
* Ensure that the customer is satisfied with the service rendered.

Characteristics of a passive/neutral customers

It is easy to provide service to a passive customer. They are generally satisfied customers who have a good relationship with the company. They are patient and generally co-operate with the agent. But it would be a mistake to take them for granted. Absence of complaints shouldn’t be taken as an expression of satisfaction. If the agent fails to gauge the dissatisfaction, he might stop calling rather than voicing his resentment.

* Non-committal about the quality of service received
* Patient, co-operative
* They do not complain or demand better service


Techniques to handle passive customers

* Never take their silence as satisfaction
* Treat them with respect as they are your best customers
* Try to establish a rapport with them to strengthen the relationship and business bond
* Ask for feedback periodically since he may not volunteer it himself. This will help to improve your service.

Characteristics of an analytical/detail oriented customer.

* He is usually accurate, keeps records and expects the same from the agent
* He would remember earlier calls he has made to your organization.
* Expects to be told the how, where and when of the solutions to be provided to him.
* Needs detailed information and time to analyze the situation
* Takes a lot of time to take a decision.

How to handle an analytical customer

* Get your facts right – this customer will not be happy with incomplete or vague details. Research the solution you are about to offer. If you give incorrect information, you will annoy the customer.
* Be logical – think before you speak. Make sure the resolution is logical, clear and simple. Verify that the customer has understood what you have told him.
* Document for future use – after successful resolution (or otherwise) document it properly for future use.

Characteristics of an Angry/Irate customer

* Shouts
* Insults And threatens
* Makes accusations

Angry customers are a challenge even to the most experienced agent. The task may be very difficult, but it is a great feeling to handle an irate customer succesfully.
To handle an irate customer in the right manner, you need to understand the reason behind the caller’s anger. It may be that
* The service was not up to his expectations or
* Some misunderstanding on the part of the customer or a communication gap

Techniques to deal with an irate customer

* Pacifying – apologize sincerely for the inconvenience caused. This decreases the displeasure the customer has to a great extent – give a general apology.
E.g. I apologize for the inconvenience.
* Understand the root cause of ire – identify the main reason for his anger and make a specific apology for the same.
* Accept responsibility for failure and take steps to avoid recurrence of the same problem.
* Be calm and patient – do not take the customer’s anger personally. The customer is not shouting at you but is simply expressing his anguish over the problem.
* Let customer vent his feelings – do not interrupt a customer when he is venting his emotions. He will feel better after he finishes shouting.
* Keeps commitments – don’t promise anything that you cannot deliver. Keep commitments that you make. Make notes of it so that you don’t forget.
* Always be courteous, even if the customer is wrong in blaming you or the company.

Bad Calls Good Calls
Irate Customer 01.mp3 Irate Customer 01.mp3

Characteristics of a talkative customer

* Usually friendly
* Conversation may move from something relevant to something non-relevant like weather, sports etc.
* Takes up a lot of time talking.

How to manage a talkative customer

* Ask close ended questions – the answers to these questions will be short and will keep the customer from elaborating on an issue.
* Space control – allow minimum space between statements so that the customer doesn’t get an opportunity to talk. If the customer digresses, the agent might interrupt politely and get the customer back to business.
* Provide minimal response – don’t encourage unnecessary conversation. Keep your responses to such conversation to a minimum and encourage business talk.

Characteristics Of An Assertive Customer

* Talks business
* Wastes no time in exchanging pleasantries
* Does not believe in relationships
* Straight forward and logical approach
* Might demand unusual favors
* Quick to show authority and demands a quick redress to his problem
* High rate of speech and to the point.
E.g.
I want it fixed now.
I don’t want to know how or why, BUT JUST GET IT DONE.
I can’t wait. Get me your superior.

Demanding customer

* Complains about waste of time, money and the inconvenience caused.
* Interrupts often
* Threatens if they don’t get their way.
* Demands immediate solution and does not tolerate delays
* Has a superior attitude.

Agent skills required to deal with assertive/demanding customer

* Listen and get details – He is a perfectionist. So listen carefully and note down the details accurately as this customer would lose his cool if asked to repeat information.
* Ask close-ended questions – to stop the customer from arguing and to take control of the call, ask maximum as many close – ended questions as required. Keep non-business conversation to a minimum.
* Relate to the customer – be courteous, but make no commitment. The details the customer provides should be cross checked to arrive at a solution. If it takes time, ask for time politely or seek permission to call back.
* Be objective and professional – don’t get affected by the customer’s emotional state. Be polite, courteous and assertive.
* Be direct – the agent’s assertiveness should be just a level below the customer’s. Match the customer’s style of communication without competing with it.
* Pamper – it helps to pamper this type of customer a little bit.

Types of Customers

A Customer can be defined as one who utilizes or intends to utilize the product or service offered. So, a prospective customer is equally important to the company as the present one.
In an in-bound call, a customer usually calls when he has a problem with the company’s product. Therefore it is very important to solve the issue as quickly as possible. At times, when a customer dials in, he is angry or frustrated. But this should not be taken personally. He is only exposing his frustration over the condition he is in. If you were in his position wouldn’t you be frustrated? According to surveys 90% of customers who are dissatisfied with the service received will not come back or buy again. These customers would tell at least nine other people their experience. 13% of these people will talk about this to another 20 people. No company can afford to have even a single dissatisfied customer.

Customer types

Each call, each customer is unique. Nevertheless, customers can be grouped into different categories based on their emotions, goals and tone. When an agent is able to identify the customer type, it is easier for him to give a satisfactory response. Following are the six different customer types based on their distinctive behaviors.

* Assertive Customer
* Angry/Irate Customer
* Talkative Customer
* Analytical Customer
* Passive/Neutral Customer
* Apprehensive Customer

Stage 7 - Closing the Call

This is the final stage of the call. You thank the customer for using your services. Call closing should be done in a warm and friendly manner. The customer should feel that you were happy serving him.
* Task 1 – Thank the customer
* Task 2 – pleasantry

Bad Calls Good Calls
Close 01.mp3 Close 01.mp3
Close 02.mp3 Close 02.mp3

Script

* Task 1 – Thank you for calling XYZ.
* Task 2 – You have a nice/great day.
OR
* It was a pleasure assisting you.