Focus on understanding what the other person is saying.
When a customer is speaking, don’t spend the time preparing your response in your mind.
Instead, ask questions for clarification and to make certain that you thoroughly understand what the other person is communicating. Focus your mind on listening and understanding.
If you find yourself (and that little voice in your head) arguing, prepping your response, or refuting what your customer is saying, you are not focused on thoroughly understanding her communication.
You have stopped listening and have refocused the discussion on your needs.
1 comment:
"You have stopped listening and have refocused the discussion on your needs."
I've seen this with managers,they may be on the phone,but,I get the feeling they need to get off the phone,to get other fires put out and simply stop listening....
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