4Enhancing Your Listening Skills


Learning Objectives

By the end of this chapter, you should be able to:

• Explain the importance that effective listening has on customer relationships.

• Describe the listening process.

• Demonstrate effective listening characteristics when communicating with others.

• Avoid common pitfalls when listening.

• Implement strategies to let your customers know you listened and received their messages.

Listen and learn.

Franklin Delano RooseveltThirty-Second President of the United States


On the telephone, listening is your primary tool for accurately gathering information so that you can ...

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