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Author - Dr. Ye Linn, Read: Myanmar Version
The Art of Listening to Customers
It is even more important to listen than to speak.
When any of the customers shares his or her problems, every customer is seeking somebody who can listen to him or her. Listening will assist in developing a strong bond of trust between your business and other customers.
5 Effective Ways to Listen
1. Make Eye Contact 👀
Talking to customers, you should forget about the rest of the distractions and you need to listen to them attentively. Do not necessarily look at whatever you might have to say or your boss might be calling or a fellow client might be texting and choose to use it as an excellent opportunity to remain composed and talk to the person you are dealing with. Do not check your phone or do stuff at the same time. Such a nod, or a comment such as Please go on, will make you seem to be attentive.
2. Don’t Interrupt ⏸️
My experience as a consultant has had a lot of impatience cases involving rushy business owners and managers jumping que before the customer completes talking. To illustrate this, when a customer complains, he or she leaps in at once with: we will mend it as quickly as possibleat once, it will be alright.
It can be rather due to urgency to find a resolution of the issue, and it may result in further errors made. Do not hurry to reply in the middle of talking of a customer. Rather than tedding them away with hasty chimosks, leave them to their come to an end after which they demolish them.
3. Acknowledge Feelings ❤️
It is natural that people will value someone who knows their feelings. The customers wish to know that their issues are being felt. Be emphatic: mutter words such as: I feel this just has to disappoint you.
In the event of a customer being on the wrong side, then be honest; acknowledge it:/ I realize why you are angry. This recognition will sooth down the emotions and the customer feels appreciated.
4. Confirm Understanding 🔁
At all times, be sure to summarize their words so that it can be clear whether you are on the correct track or not.
Examples:
“So what you mean is…”
So you mean that, you see, I think.<|human|>Mean that just the same I think, you see.
Once you have heard a long explanation, you may say: XYZ, that is the key matter here point. This develops transparency and confidence.
5. Ask Questions ❓
Not all customers may give their actual feelings/ problems. To get to the actual cause, deep question. In coaching, as an example, posing the correct questions will make individuals find answers themselves.
Try:
“Why do you feel this way?”
What do you want, to make the things better?
When a customer complains, e.g. If a customer says, “Your service is too slow,” ask him or her “At which step do you feel it takes too long?” This assists in identifying exactly where the improvements are to be made.
The Power of Listening
✅ Customer Trust: This happens when customers feel heard, they would trust you.
✅ Root Cause Discovery - You are going to discover the unknown needs and problems.
✅ Customer Loyalty People come back to the companies that demonstrate express knowledge.
How to Practice in Daily Life
· Begin with family and friends -Listen to listening.
· Audible phone etiquette- Put the phone away When conversing-Keep it aside and face down.
· Eye contact- Keep the eye contact yet not so intense.
Listening to customers is the first step. And it is in their voices it is in your business success.
Dr. Ye Linn
Head of Academic, Regal Crown School of Business and Leadership
Business Consultant & Professional Trainer,
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