Pause for Greater Effect

Last week, I shared a couple of tips to improve listening.   Most of you tried swiveling your chair and said that worked best.  Yay!

Here are a couple of other techniques:

When a customer calls in with a request or complaint, give them ‘space’ to explain their situation.  After they explain their situation, count 1-2 (silently), then speak.   This will help you avoid talking over or interrupting them.

If it’s a complaint, take notes to help you respond by paraphrasing their concern.

Taking notes helps you focus on the facts versus emotions and is helpful when it’s time to confirm your understanding of the situation.