Listening Skills: 6 Steps to Becoming a Better Listener

Good listening skills are the key to providing excellent customer service. Workers with good listening skills help show callers their important to the company. These workers represent the company and increase the chances clients remain loyal. Anyone who answers the company telephone should be trained on how to be a good listener.

This video trains workers to be effective listeners by highlighting the difference between hearing and listening. Loss of business can be the result of poor listening skills. Customer service agents who do not listen well come across as rude and unconcerned. It is frustrating to try and relay information to someone who does not know how to listen.

This video explains the six key steps to being a good listener. This information helps workers to become knowledgeable about the importance of active listening. Use this online training video to improve your listening skills and learn how to provide fantastic customer service.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Customer service workers who handle telephone calls

• Introduction
• Decide To Be a Better Listener
• Welcome the Caller
• Concentrate
• Keep an Open Mind
• Give Feedback
• Take Notes While You Listen
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute