Patient Listening

Listening

The highly competitive environment we experience today where prices have been squeezed and product information is readily available over the internet leads us to rely more on customer service and innovation to be able to grow our businesses.

Mastering customer service and innovation requires that we become better listeners so we can understand what our customers want and how they see us. A good listening strategy is:

Listen, Interpret, repeat to client what you understood and get confirmation from client. If you do not understand 100% what your client is asking or saying, ask customer to clarify or expand on the matter. You can help your customer clarify and expand by asking them “open questions”, like: How does that affect you? How does that affect your business?

The art of listening:

·        Maintain eye contact

·        Don’t interrupt

·        Listen without thinking

·        Listen without judging

·        Listen to non-verbal communication

·        Create a suitable environment

In other words, listen to understand and don’t listen to reply. An interesting fact is that we can listen 3 times faster than we can speak so we need to practice “Patient Listening”. Listening can produce a creative force for you and your client, this force can produce great energy and results.

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