Tactics for active listening | COMMUNICATION SKILLS TRAINING

Make notes

In more detailed conversations or when one is tired it may not be possible to remember all the details. In cases such as these it is practical to write brief notes or use the computer system to store key information.

Building rapport

This can o en simply be achieved by mentioning the weather, or saying something like, ‘That happened to me once.’ Connecting like this with the customer personalizes the interaction and moves it away from being a standard mechanized procedure.

Avoid interruptions

Normally, it is much better to let a person complete what he or she is saying rather than interrupt. This not only demonstrates respect it also indicates that what the CSR has to say is not more important than the customer.

Use the customer’s name

Nearly all of us like to hear our name, so careful use of the customer’s name indicates that he or she is receiving attention and is valued as an individual. The fact that the CSR has also given his or her name indicates that he or she is willing to take responsibility for the transaction. The important thing is to use the name in moderation; if it is used too o en the conversation becomes too false and rapport with the customer will be lost. If you are not sure about the name because it is a new one or you couldn’t hear it properly, one strategy is to ask the customer to spell it. This can sometimes be done indirectly when getting the customer details.

Using the customer’s name is a simple way to develop rapport; however, one certain way to lose it is to use the wrong name. This can be very easy to do when dealing with many people during the shift, as the following example illustrates:

CSR: ‘Well, Fiona, we have a great deal for you.’

Customer: ‘That’s good news, but my name is Michaela.’

CSR: ‘Oh, I’m really sorry!’

Much more energy and attention is then required to retrieve the empathy and rapport during the interaction. If in doubt use ‘Sir’ or ‘Madam’.

Don’t become defensive

When customers describe their situation this is o en how they interpret it and, normally, this should be acknowledged by the CSR. It is best to try and understand their situation, even though it may appear unreal (or perhaps even untrue), and find a solution that is satisfactory to the customer and the organization. The important thing to remember is to keep an upbeat conversational tone even when things are not going in the desired direction.