Professional Documents
Culture Documents
Presentation 4
Presentation 4
SDQ
TOPICS
• Listening Skills
• Probing Skills
• Handling Irate customers
• Professionalism
• Opening & closing
Listening Skills
Hearing- Hearing just means listening enough to catch what the speaker is
saying.
Understanding- Take what you have heard and understand it in your on way.
Judging- Understand what the speaker has said, think about whether it makes
sense.
We probably spend more time using our Listening skills than any other
kind of skill..Like other skills, listening takes
PRACTICE…
Listen- Silent
• Hear – a noise
• Listen – to a speaker
Keys to effective Listening
• Maintain concentration
• Avoid distraction
• Use the gap between the rate of speech and your rate of
thought
Cont..
• Alert
• Interested
• Concerned
• Involved
• Open
• Thinking
• Asking Questions
• Taking Notes
Barriers to Listening:-
• You should:
• Relax and be natural (but not casual)
• Smile (make it genuine and friendly)
• Be enthusiastic (its infectious)
• Be positive
• Put yourself in the customer's shoes (how do you feel when you
are interrupted)
• Keep appointments made to call back at specific times (reasons
are never excuses)
• Speak their name and get it right
• Be courteous and cheerful
• Don't assume a welcome, earn it
What you say and how you say it