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Atricle Dump - Effective Listening - For Delivering the Finest Customer Service
Change and learning are highly correlated. Think about it:We learn at school and we change. This is a gradual change. The process of learning makes that we open up and see new possibilities we previously not imagined. We continue to learn at high school or university and there we change even more. The knowledge that we have gathered becomes a powerful source with which we can select what we want
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything
Resistance to change that is experienced by organizations is based more on objections to the content and the direction of the change itself.• Not all organizational changes have been well thought through.• There is a big difference between strategically changing for the better and reactively changing for simple survival as a business entity.The norm today is change, and not just ch
However, when we talk of communication, we often think of how we express ourselves, and forget the importance of listening. The result is clear. Researches show us that although 50%-75% of our daily communication time is spent listening, but we listen at only a 25% efficiency level. In other word 75 % of our communication efforts are: misunderstood, misinterpreted, rejected, disliked, or distorted.
Many problems that arise in our interactions with customers can be attributed to poor listening skills. Listening is not same as hearing. Listening involves truly understanding the customer. “The single most important principle in the field of interpersonal relations is this: Seek first to understand, then to be understood. Most people listen, not with the intent to understand, but with the intent to reply”. Steven R. Covey
If listening means understanding your customers, how often do you make an effort to truly understand your customers? In my trainings I show participants a picture of 2 cars, and ask them to recommend me a car. Believe me; they have always suggested me a car, without asking me a single question. How can one recommend me a car, without any further clarification? How can you be sure that I am buying it, for my own use or not? How do you know why I want to buy it? Do you know how much I am willing to spend for a car?
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attentive listeners. They make no effort to clarify or understand the customer. They pretend to be listening. Even if the customer speaks too fast or uses words they don’t understand, they let it go.
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conversation, ask questions and repeat back.
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be a "R" category listener.The first step is you have to want to listen to the customer, and understand him. No one can help you, and nothing can assist you, unless you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. for improving your listening skills.
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything e
Capitalizing a new business entity is a critical step of the formation process. Failing to take the step can lead to serious legal problems if the entity is ever sued. So, what is capitalization and what steps must be taken?Capitalizing Your Corporation“Capitalization” essentially refers to funding your corporation. In essence, you are providing substance to the entity in the form of mone
If listening means understanding your customers, how often do you make an effort to truly understand your customers? In my trainings I show participants a picture of 2 cars, and ask them to recommend me a car. Believe me; they have always suggested me a car, without asking me a single question. How can one recommend me a car, without any further clarification? How can you be sure that I am buying it, for my own use or not? How do you know why I want to buy it? Do you know how much I am willing to spend for a car?
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attentive listeners. They make no effort to clarify or understand the customer. They pretend to be listening. Even if the customer speaks too fast or uses words they don’t understand, they let it go.
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conversation, ask questions and repeat back.
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be a "R" category listener.The first step is you have to want to listen to the customer, and understand him. No one can help you, and nothing can assist you, unless you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. for improving your listening skills.
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything
Guidelines for selecting a LLC NameSelecting a name for your LLC is one of the first steps in organizing your LLC. The California Secretary of State, will first check to make sure that your selected name is not currently in active use by another California LLC. In the State of California, LLC and Corporation names are distinctly separate. For example, it is possible to have similar
The3 categories of listeners- C.A.R
C= Competitive listeners. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
A= Attentive listeners. They make no effort to clarify or understand the customer. They pretend to be listening. Even if the customer speaks too fast or uses words they don’t understand, they let it go.
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conversation, ask questions and repeat back.
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be a "R" category listener.The first step is you have to want to listen to the customer, and understand him. No one can help you, and nothing can assist you, unless you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. for improving your listening skills.
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything
To become a financial planner, you first must know what their job profile is. Financial planners help in determining the financial resources required to meet the company’s operating program. They also help in forecasting the extent to which these requirements will be met by the internal generation of funds, and the extent to which they will be met from external sources. It’s the job of financial plann
A= Attentive listeners. They make no effort to clarify or understand the customer. They pretend to be listening. Even if the customer speaks too fast or uses words they don’t understand, they let it go.
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conversation, ask questions and repeat back.
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be a "R" category listener.The first step is you have to want to listen to the customer, and understand him. No one can help you, and nothing can assist you, unless you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. for improving your listening skills.
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything
Very few businesses can claim to be prepared for the loss of key staff. Quite often it is an unexpected and unplanned for event that causes quite a bit of disruption to business as usual.It is quite a gut wrenching experience to see someone you have worked with over a period of time leaving your business. Even if the parting of ways is on good terms with a period of handover, you just know that
M= Make a show. Show him that you are listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Repeat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No that’s not what I meant” and explain to you again.
S= Stop everything else when the customer is talking. Stop what you are doing. Stop processing your thoughts.
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