4Enhancing Your Listening Skills
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.
WHY IS LISTENING IMPORTANT?
On the telephone, listening is your primary tool for accurately gathering information so that you can ...