Listening Skills to Improve Engagement

Good listening skills are the key to providing excellent customer service. Workers with good listening skills help show callers they’re important to the company. Customer service and client-facing roles represent the face of the company and increase your chances that your clients will remain loyal to your company. Anyone you have to answer the company telephone should be well trained on the listening skills necessary to be a strong client-facing representation for your company.

This listening skills training demonstrates how to be an effective listener and highlights the difference between simply hearing and listening. Poor listening skills on your client-facing employees are likely to cause a loss of business for the business owner. Customer service agents who do not possess strong listening skills come across, to the client when trying to relay information, as rude and unconcerned.

This training video explains six key steps to developing strong listening skills. This informational video will help your 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 excellent, superior customer service to your clients.

   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