Knowing customer wants and needs is a key part of providing a
useful and successful business. Having effective listening
skills is essential because if you aren't able to listen to your
client then how can you be expected to know what they want or
need?
By following the guidelines below you can develop effective
listening skills that are necessary for success in the business
world.
1.Use attentive body language - an attentive listener will lean
forward, make eye contact and face a customer squarely. Actions
speak louder than words.
2.Focus - when listening to a customer, try not to be distracted
by other thoughts you may have or other visual distractions.
3.Listen more than you speak - you have two ears and one mouth
for a reason. If you are speaking you can't hear what the
customer is saying and thus you are defeating the purpose of
listening.
4.Have an open mind - just because you may dislike what a
customer is saying doesn't give you the right to ignore it. Try
to be open to all ideas and views that a customer may be
expressing, after all your view may not be the right one either.
5.Don't jump to conclusions - don't judge the customer by their
race, religion or anything else, every customer deserves
respect. Customers should not be interrupted by you or have to
contend with you completing their sentences - it is rude and
inconsiderate.
6.Show understanding - if a customer is speaking to you, make
sure to acknowledge that you are hearing them, no one wants to
speak to a wall. You should provide encouraging responses where
needed, reflect the customer's feelings and summarize that you
understand what the customer has expressed.
You can hear at 400 words a minute and with that much
information flowing into your brain it can be hard to focus on
the message; that's why it is important to have effective
listening skills - so you can serve your customer to the best of
your ability.
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