In contrast to actors who perform on television or in film, the stage actor performs in front of a live audience. Because there are no cameras to stop and restart in order to record a better version, the stage actor has to get it right the first time. Luckily, live audiences can communicate to the actors on the stage. They can shout, laugh, nod, scream, squirm, yawn, or even fall asleep. Actors can use audience reactions to make subtle changes in their live performance and also to make changes in between performances. Their use of audience feedback is similar to how customer service experts must gather feedback from customers by using effective listening skills. Also like actors, customer service experts should respond to both verbal and nonverbal indications of what their customers are feeling and thinking. This course focuses on how you can use active listening to understand the messages your customers are sending, both verbally and non-verbally.
Listening may be a passive process, but it also leads to active improvements for your business. Listening to customers may be a great way for you to gather enough business-important information. After all, the best business decisions are based off data and not guesses. And customer feedback is one of the best ways to gather business-specific data that lets you understand how your customers really feel about the product or service you deliver.
Use this feedback to guide your business and marketing decisions. By measuring customer satisfaction, you can determine whether you meet, fall short of, or surpass your customer expectations. The reason this is important is quite simple, if not trivial: as the recipients of your services, it’s up to customers to decide whether what you do is up to snuff. That is to say, customers are among your best critics.
Completing this Course should take you approximately 9 hours.
Upon successful completion of this unit, you will be able to:
- Analyze your own listening strengths and weaknesses
- Differentiate between hearing and listening
- Illustrate how good listening skills can improve customer relations
- Contrast effective listening skills with ineffective ones
- Identify and describe verbal and nonverbal characteristics of active listening; and
- Describe listening techniques required for conversing face-to-face, in a group, and on the telephone.