How do you listen to clients and customers?

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Listening to clients and customers is a crucial skill for administrative managers, as it helps them understand their needs, expectations, and feedback. By listening actively and empathetically, you can build trust, rapport, and loyalty with your clients and customers, and provide them with better service and solutions. In this article, we will share some tips on how to listen to clients and customers effectively and avoid common pitfalls.

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1 Prepare before the conversation

Before you talk to a client or customer, do some research on their background, goals, challenges, and preferences. This will help you tailor your communication style, questions, and responses to their specific situation and needs. It will also show them that you care about them and value their time. Additionally, prepare some open-ended questions that will encourage them to share more information and insights with you.

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David Ritter

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In my experience, being genuine and building rapport by sharing some things you have in common helps to build trust. This is essential for developing long-term relationships that can be mutually beneficial, but only if you are genuinely interested in meeting their needs before your own.

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2 Use active listening techniques

Active listening is an important skill that requires paying full attention to what the other person is saying, and showing interest and respect through your verbal and non-verbal cues. Paraphrasing, reflecting, asking, and affirming are all techniques that can help you become a better active listener. Paraphrasing involves repeating or summarizing what the other person said in your own words to check your understanding. Reflecting involves expressing how you think the other person feels or what they mean by their words to show empathy and validation. Asking questions can help explore the topic further and show curiosity and engagement. Affirming gives positive and constructive feedback, praise, or appreciation to acknowledge the other person's contributions and efforts.

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David Ritter

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Asking “drill down” questions like, “Can you tell me more?” or “When you say ______, what do you mean? I just want to make sure that I am not making any assumptions.

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3 Avoid distractions and interruptions

Nothing can ruin a conversation more than distractions and interruptions, which can make the other person feel ignored, frustrated, or disrespected, and damage your relationship and reputation. To ensure a successful conversation, it is important to choose a quiet and comfortable place to talk (or use a headset for phone or online conversations), turn off or mute notifications and devices that might be distracting, maintain eye contact and friendly body language, wait for the other person to finish their sentence before you respond, and apologize if you must interrupt for a valid reason. Taking these steps will help you avoid distractions and interruptions, allowing you to have a more meaningful conversation.

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David Ritter

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If you are expecting a possible interruption that cannot be helped, let them know ahead of time and ask for permission to handle the interruption as quickly as possible if it does happen. Before taking the interruption, jot down a note about what you were discussing at the time of the interruption, so you can pick up where you left off. But be aware that you may need to rebuild rapport and momentum to get back to the point in the conversation that has the same amount of energy as before.

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4 Be respectful and courteous

Respect and courtesy are essential for any professional communication, particularly when dealing with clients and customers. These qualities can help you create rapport, trust, and credibility, while avoiding misunderstandings, conflicts, or complaints. To be respectful and courteous, use the appropriate tone, language, and formality for the context and audience. Address the other person in a polite manner with their preferred name or title. Listen to their opinions without arguing or criticizing them. Acknowledge their emotions without taking them personally or responding defensively. Respect their boundaries, preferences, and privacy without pressuring them to share more than they're comfortable with.

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5 Follow up and follow through

Listening to clients and customers does not end with the conversation. To demonstrate reliability, accountability, and commitment to their satisfaction, it's important to follow up and follow through with your actions and promises. Summarize the main points and outcomes of the conversation, confirm agreements, expectations, or next steps, and send a thank you note or message. Keep them updated on the progress of your work and notify them of any changes, delays, or issues. Make sure you deliver on your promises, meet deadlines, and exceed their expectations. Additionally, ask for feedback or testimonials to improve your service and relationship. Listening to clients and customers is an essential skill for administrative managers; following these tips can help you become a more effective communicator.

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David Ritter

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I once learned the phrase, “Under-promise, over-deliver” because most people would feel better with the results and be less disappointed if their expectations were reversed. Thanking people for their time and their trust and confidence in you goes a long way to reinforcing your ongoing relationship. But this also requires that you say what you mean and mean what you say. If you say, “I will call you tomorrow by 5:00 PM,” you don’t call at 5:01. Maintaining the relationship requires constant diligence and continual genuineness and integrity.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you listen to clients and customers?

1

2

3

4

5

6

1 Prepare before the conversation

2 Use active listening techniques

3 Avoid distractions and interruptions

4 Be respectful and courteous

5 Follow up and follow through

6 Here’s what else to consider

Administrative Management

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How do you listen to clients and customers?

1

2

3

4

5

6

1 Prepare before the conversation

2 Use active listening techniques

3 Avoid distractions and interruptions

4 Be respectful and courteous

5 Follow up and follow through

6 Here’s what else to consider

Administrative Management

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