Listening to your Customers

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What are the benefits of listening to your customers? Listening is not the same as hearing. The latter is passive, whereas the former is an active activity wherein genuine attention is paid to what customers are saying. Listening can help build trust, create self-esteem in customers, and diffuse the defensiveness and tension thereby lowering resistance from them. Some of the measures that customer service executives can employ to promote listening are listed below. Offer short verbal acknowledgments like ‘Go on’  ‘I understand’ to show that you are in tune with…