Listening

Customer Care is an essential part of every business, but arguably it is one of the most under appreciated. People are dealing with external and internal (fellow employees) clients daily. If you can’t handle them, your position with a company will be short lived.

Learn how to improve your attitude, behavior, and technique in active listening. Frank Moore talks about paying attention, paraphrasing, and other best practices for engaging conversations. 

Ask customer care providers what they do and they'll list dozens of tasks from answering the phone, taking orders, building relationships, paperwork, to resolving issues and problems. These are certainly, critical aspects of any customer care positions. But if we boil the job down to its bare essentials, one definition I've always preferred is "Professional Communicator.”

When you interact with clients, they should be doing at least 70% of the talking, which means you're doing at least 70% of the listening. Listening is crucial for effective sales-it's the only way you'll learn what your prospect or client REALLY needs. Follow these tips for effective listening: