In order to enhance effective listening, it is important to give the customer sufficient attention. Attention can be given by high levels of concentration to ensure that you don’t lose focus on the issues being presented by the client (Hunsaker, 2009). The customer should be given enough time to express the issues of concern and this will enable the service provider to have clarity on the issues under concern.
Non-verbal cues are very essential in increasing the quality of the listening process. Non-verbal communication includes acquisition of expressions from the customer as a result of movements of various body parts. These cues can enhance affirmative listening and this increases the perceptions of the customers by making them to believe that their concerns have been heard. The cues are also very important towards acquiring the emotional orientations of the patients (Business Listening, 2005).
Patience is very critical in the listening process. It is important to give the customer sufficient time to channel all concerns without interruptions. Patience is also very important towards handling frustrated customers as this gives them sufficient time to express themselves fully and thus experiencing some relief (Business Listening, 2005). Patience also can assist the customer attendant sufficient time to give an appropriate response. This is through allowing some time after listening to the customer to have a reflection of the issues under question.
Awareness is very crucial customer service. Awareness is a good mechanism as it assist the assistant to study the environment in order to adopt the best strategies to assist the customers. The attendants should embrace the use of open questions in order to as much information as possible so as to get the specific concerns presented by the customers (Hunsaker, 2009). Listening with an open mind also increases the chances of addressing the exact issue from the clients.
Taking short notes is important in the listening process (Business Listening, 2005). The short notes can assist not to forget the important issues from the clients. These notes can also increase attentiveness by assisting increase the level of concentration to the clients. This will also enhance service listening whereby sufficient energy is invested to the customer’s issues.
- Business Listening, (2005). Strategies for Business Listeners. Business Listening Publication. Retrieved from http://www.businesslistening.com/listening_skills-2.php
- Hunsaker, L. (2009). The Art of Listening: A key to Customer-Centricity. Customer Think. Retrieved from http://customerthink.com/the_art_of_listening_a_key_to_customer_centricity/
- Gibson, P. (2011). The World of Customer Service. South-western: Cengage Learning.