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Articles:
Are You Listening? - by Charles FishmanRead some tips for listening to customers. Here's a direct quote from the article: The techniques Matrixx has perfected amount to a handbook for cutting-edge service -- the how-to practices every company needs to compete in a world where business is still about getting and keeping customers. (Added: 1-Mar-2005 Hits: 1470 )
Tips on Listening (Editor's Pick) - by Larry Nadig
Expressing our wants, feelings, thoughts and opinions clearly and effectively is only half of the communication process needed for interpersonal effectiveness. The other half is listening and understanding what others communicate to us. (Added: 3-Dec-2000 Hits: 2318 )
Listen Up! - by Rekha Balu
You can't learn what your customers want if you don't know how to listen to them. And listening smart is harder than it sounds. Here's our crank-up-the-volume guide to building a listening organization. (Added: 7-Mar-2005 Hits: 1023 )
Ivy Sea Online: Deep listening skills that express your highest intentions - by Ivy Sea
Common understanding decrees that hearing and listening are two different activities and abilities. Hearing requires functioning ears. Listening, on the other hand, requires comprehension, minimal distraction and a release from your opinions while the other person(s) is speaking. And then there%u2019s deep listening. (Added: 7-May-2001 Hits: 1244 )
Listening Skills - Using Your Face - by CASAA
Many people are familiar with the scene of the child standing in front of dad, just bursting to tell him what happened in school that day. Unfortunately, dad has the paper in front of his face and even when he drops the paper down half-way, it is visibly apparent that he is not really listening. "A student solved the problem of getting dad to listen from behind his protective paper wall. Her solution was to say, "Move your face, dad, when I'm talking to you.'' This simple solution will force even the poorest listener to adopt effective listening skills because it captures the essence of good listening. (Added: 21-Apr-2003 Hits: 1778 )
HighGain Listening Self-Assessment - by Highgain
ou can check your own listening skills by taking this four-minute self-assessment (Added: 3-Dec-2000 Hits: 1594 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Amazon Reviews Verified By Amazon
Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.