Chapter 25. Listen Closely: Responsive Listening
Responsive listening shows a genuine interest in the needs or problems of the customer. Too often people tend to interrupt others because they have made assumptions before gathering all the relevant information. By cultivating good listening skills, service representatives can avoid making mistakes or misreading situations. In addition, listening closely to what the customer says can help prevent problems in the future.
Directions: Evaluate your listening skills and determine where you may need improvement by answering the following questions with YES, NO, or SOMETIMES.
Do I judge from the speaker’s tone of voice and delivery whether what is being said is worthwhile? ________________
Do I listen for ideas, underlying feelings, and subtle messages? ________________
Do I know my biases and put them in perspective? ________________
Does my mind wander when I listen to someone talk? _________________
Do I interrupt when someone makes an incorrect statement? ________________
Do I give good feedback? ________________
Do I evaluate the logic and credibility of what I hear? ________________
Do I need to have the last word? _________________
Do I try to focus the conversation on the other party? ________________
Do I effectively control the length of the conversation? ________________
Review your answers and list your top three STRENGTHS and WEAKNESSES: