Customer-Focused Listening: Opening Your Ears and Your Mind - For Your Frontline Agents

Focused listening is arguably the bedrock of a quality customer interaction. Yet it’s one of the most neglected skills trained in our centers. Listening is not simply the act of hearing; it’s a combination of agent behaviors that shape our customers’ perceptions of whether they feel “heard” – the first time.

We must appropriately interpret customer statements to address their needs and predict future needs. Effective listening demonstrates that we’re responsive to our caller’s intended message, not what we “want” or “expect” to hear.

Join us in this web seminar to:

• Distinguish between types of listening
• Identify our listening barriers
• Learn strategies for overcoming distractions
• Demonstrate listening with transitions, paraphrasing, verbal cues
• Identify critical content in spoken messages
• Listen with your head and your heart

Don't take listening skills for granted any longer. Instead, learn the skills and knowledge you need, as a call center representative, to open your ears and your mind to the concerns of your customers.

Value added materials

• Printable Slide Presentation

Who should attend?

Frontline call center agents who are responsible for handling customer interactions over the telephone. The material in this seminar is at a basic level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

Call Center Learning Solutions "Training the voice of your business" ©