From the course: Phone-Based Customer Service
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Listen over the phone
- Now we're going to talk about some listening techniques that are specific to phone-based customer service. But first, let's take a moment to identify some of the unique challenges of listening to customers on the phone. Take a moment to think about some of the challenges you may have experienced. A few examples are distractions, pressure to get through the call quickly, the customer's rambling stories, thick accents that make the customer difficult to understand, and bad phone connections. These challenges are hard enough when we're face to face with a customer, but they make listening even more difficult when we can't see the other person. Let's listen to an example. Imagine you are working in customer service for a clothing company that serves customers who order online. Listen to the customer and try to determine what he needs. - [Man] No, you're not listening. I finally got my order, but it's the wrong color.…
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