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Yes, as customer satisfaction can be achieved by right delivery of their requirement, to deliver them right their actual requirement can be captured by prompt listening, on behalf of captured facts or information actual solution or service can be developed which is actually needed by the customer. Infect the aim of service development & delivery that is “customer satisfaction” can be achieved by right delivery based on facts / information captured by proper listening of customer need.
Yes. Listening is mandatory for customer satisfaction.
Until and unless you don't listen to customer, its not possible to solve his problem or attend to his query.
If you don't listen to the customer there are chances he will think you are not giving him proper service and there are also chances you will lose customers.
Yes, it is. Because it makes a customer happy when he feels that the representative has listened him and understand what customer want.
Active Listening as mentioned in the quote is the key to getting customer service right each time. When companies and their representatives engage in active listening, and not just hearing, they would be better equipped to accurately hear and translate the message the customers are trying to convey. Customers may or may not be masters at communication and most often expect that despite their hurried messages the company is able to ‘hear’ what they are not saying. Their tone, expressions and body language would be conveying what they want to say. When active listening is part of how customer service representatives and other members of a company are expected to communicate, it reduces customer effort to a large extent. Low customer effort translates to high customer satisfaction and with time, customer loyalty.
Active listening techniques, such as eye contact and body language, can signal to the customer that we are engaged in the conversation and help us empathize with the customer by mirroring their presence and relating to their state.
The absence of empathy is a prominent cause of service failure plaguing many organizations. When customers don’t believe that a representative is truly engaged in trying to understand their problem, they’re much more likely to walk away.
When customer service professionals assume they know what a customer is feeling instead of listening for the language and cues that can truly signal the customer’s underlying emotions, empathy is impossible to achieve.
Empathy plays a central role in creating a satisfactory customer experience. In face-to-face or phone conversations it is easier for well-trained customer service staff to generate empathy because they have the benefit of using visual cues and tone of voice to make understanding easier.
However, more and more interactions are now through digital channels and trying to creating a feeling of empathy and emotional presence on these is a challenge.
Yes definitely, because all the solution would be given only if we listen to the question
Listening by keeping eye contact, facing the speaker, while being attentive and relaxed, with an open mind, no interruption and giving solutions, ask questions if not understood, to feel the problem of the speaker, Internalize the issue and summarize. Summarise to be specific.
Listening help to solve unsaid/partially said problems in all stages of Leadership, generating any idea till commercialization including understanding, conflict resolution, customer satisfaction and product/process innovation. Listening is also empathy which shows respect and in turn yields high dividends.
Yes and recording the customers notes very important to find the problems and solving it.
Yes Sure, listening is a must in customer service , you have to listen carefully to what the customer is talking about and try your best to know what he/she is looking a solution for .
because not always the customer know how to explain the issue that he is facing probably you have to listen well, understand and provide the best solution so the customer well be satisfied .
Listening quality will allow to learn the need of the customer and also vent the feeling of dissatisfaction
Definitely. Customer service is not simply about delivering what is asked for you to do, it is about going the extra mile to serve even before customers ask for it. Listening to customers not only will let you understand what they generally like but will also give them the feeling that they are valued and what they tell you is/are important.
