How to actively listen to customers

How to actively listen to customers

Irrespective of their job role, everyone has customers. Listening to customers isn’t just about hearing their issues or requirements, it’s about connecting with them.

Follow these steps to listen actively to your customers:

 

Let the customer speak

Truly listen, even if it means you have to remain silent until the customer has finished explaining their point of view.

 

 

Stay humble and patient

If a customer is new to your product or service, they are likely to have many basic questions. Value each question and try to answer it.

 

 

Engage on the customer’s channel of choice

Customers may like to engage on phone, email, or through social media. Meet them on the channel they like to use.

 

 

Be careful about your body language

Body language is a major factor that shows whether or not you're really listening. In a face to face interaction, remember to maintain eye contact and smile.

 

 

Focus on the individual as well as your message

Even when you have the perfect answer to what the customer needs, think of their personality and how they will react to what you have to say.

 

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