March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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7
Learning to Listen
PURPOSE
To emphasize some of the many obstacles that people experience trying to become
better listeners.
DESCRIPTION
A brief summary is presented concerning barriers to effective listening. An exercise
follows that tests participants’ ability to listen to what a hypothetical customer is really
saying.
TIME
30 minutes
RESOURCES
Handouts 7.1, 7.2, and 7.3 and pencils for each participant
PRESENTATION
1. Review information presented in Handout 7.1 with participants.
2. Review Handout 7.2, Seven Steps to Better Customer Listening.
3. Introduce Handout 7.3 as a listening test.
4. Break participants into two-person ...
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