Additionally, many customer service agents actually feel that conversing with customers is a motivating factor in their careers.Īccording to the 2023 Hero Experience report, 47% of all surveyed respondents (customer service agents by profession,) ranked engaging and conversing with customers as a top motivator in their careers.īut engaging with customers - and especially listening effectively to customers - is easier said than done. Customers can provide valuable feedback that can help you improve your product or service, and they can alert you to issues that may be holding your company back. The role for any customer service agent is to listen to customers effectively.
#Active listening skills checklist free
Connect with Deb to learn more about her mentorship and coaching programs to equip you with advanced strategies to elevate your results.Ready to see what radically personal customer service looks like? Sign up for a free demo with Gladly today. With a refreshingly direct style, Deb helps leaders and their teams to deliver profitable results. Deb is well versed in global business operations and helps business leaders and their teams to discover and leverage their strengths, so they can create highly collaborative teams that deliver great results. Were you able to sum up the conversation at intervals to show you were truly engaged in the conversation?įor more resources on DISC assessments and how they can help you develop as a leader, click here.Īs the CEO of Strength Leader Development, Deb Ingino is a highly sought-after international executive mentor, coach, trainer and speaker.Did you suspend your judgment of what is being shared and listen without bias?.Did you overcome the urge to interrupt?.Did you check your ego before listening, to see the value in learning someone else’s opinion, not just your own?.You may not be born a great listener but, with enough “want to” and practice, you can become one. This Week – Practice Active ListeningĪs you go about your week, stop, and ask yourself these questions several times a day. You must also take action to set the stage for hearing. Not-so-great leaders are often “hard of listening.” How Can You Become a Great Listener?įirst, you must want to hear, just like Napoleon Hill wanted his son to hear.īut wanting is not enough. And they listen intently, learning, and discerning. We think of them as great speakers, but closer observation reveals they often listen substantially more than they speak.
He learned that, to become a good listener, you must want to hear.
Having spent more than 20 years studying the success of people like Carnegie, Rockefeller, Edison and many more, Napoleon Hill knew quite well the importance of hearing – and, more importantly, listening. Hill was elated at the realization that his son possessed this inherently important ability. Through using his mastoid bone, his son had defied the odds predicted at birth – he could engage the sense of sound.
One day, seeing his son touch the record player while a song played, Hill discovered that his son could, indeed, hear. Nature could send me a child without ears, but Nature could not induce me to accept the reality of the affliction.”Īfter filling his home with the expectation that his son would hear somehow, some way, Hill filled his house with song. I decided that my son would hear and speak. I, too, reached a decision, and rendered an opinion but I expressed the opinion silently, in the secrecy of my own heart. I had the right to do so I was the child’s father. The doctor admitted, when pressed for an opinion, that the child might be deaf, and mute for life. He came into the world without any physical sign of ears. “I first saw him twenty-four years ago, a few minutes after he was born.
In the classic book on success, author Napoleon Hill shares the story of the birth of his son.
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