LISTEN

COMPREHEND

RESPOND

LISTENING

Listening Vs Hearing

Hearing is just a

physical activity

Listening involves the

heart, the mind and the

ears

Hearing is the act of picking up audible sounds.

Listening, however requires concentration, so that the brain processes meaning from words and sentences

Types of Listening

• Active Listening Active Listening involves appropriate listening sounds,

eg: Uhum, yes, ok, fine etc so that the customer knows

that you are listening.

• Passive Listening When one simply listens without responding.

• Reflective Listening Reflective Listening means listen and then reflect back

what you understood. Remember……do paraphrase

but don’t parrot.

THE LISTENING GAME

Barriers to Listening

• Perceptions

• Attitude and emotions

• Poor retention / Lack of attentiveness

• Day dreaming

• Interruptions

INTERNAL EXTERNAL

•Noise

•Faulty

Connection

Perception

What is Perception?

A mental image formed due to jumping to

conclusions or passing judgments too early…..

Perception is a human nature. It impacts every

sphere of our lives.

Example : Story

Attitudes and Emotions

• Hooks – What is it ?

A hook is any behaviour ( from the customer/ another person ) that leads us to an uncomfortable feeling of being accused or being criticized and negative emotions are fuelled in us.

Hooks might be in the form of :

• A value judgment.

• A comment

• Sarcasm

Example : Road Rage

What to do?

• Maintain Composure

• Neutralize the venom

• Be conscious / self aware

• Don’t take it personally

• Detach yourself

emotionally

• AGGRESSIVE

• SUBMISSIVE

• ASSERTIVE

Aggressive / Submissive Behavior

•“…MY need is more important than yours”

“…Your need is more important than mine”

Assertive Behavior

• “Both our needs are important…”

What ?

Empathy means feeling, acknowledging and affirming another person’s emotional state.

Why?

Each Interaction needs to take care of the

“ Human Aspect” and the “ Business Needs”.

• That must have been annoying Mr. Johnson…

• I can certainly imagine how frustrating that could be…….

• Had I been at your place I would have felt the same way……

• You have a valid point. It can definitely be very upsetting when…..

• I can understand your point of view….

However…

IT’S NOT NECESSARY THAT SOMETHING CATASTROPHIC HAS TO HAPPEN FOR YOU TO EMPATHIZE

What?

An expression of regret for a mistake or wrong with implied admission of fault.

Why?

•To pacify irate customers.

• Apology is need based and is offered when ever the member is in a complaining mode and sounds unhappy.

I sincerely apologize for the inconvenience

Mr. Johnson…

• What?

Assurance is the ability to instill the

confidence in the customer that they are in the right hands.

• Why?

To restore the customer’s confidence

The important thing to be kept in mind is that while assuring the agent must not end up making a promise of something that cannot be delivered

•I will definitely do my best to resolve this issue.

•I will take care of it right away.

Avoid “Trigger” Words and Phrases

•Lets……. •How about……….? •Why not……..? •Well, I suggest…… •Could I suggest that ……..? •If I were you I would….

• I absolutely agree.. • That’s correct… • That’s true… • I’m of the same opinion…

Well, if you ask me, I’d say…

That’s right, however…..