When a customer speaks to me, I totally focus on what they say.
Always____Mostly____Sometimes____Occasionally_____Never
2. I listen to customer problems even if I disagree with them.
Always____Mostly____Sometimes____Occasionally_____Never
3. If I do not understand the customer’s problem, I ask the customer clarifying questions to better understand the problem.
Always____Mostly____Sometimes____Occasionally_____Never
4. I make a conscious effort to block out any extraneous noise so I can focus on what the customer says.
Always____Mostly____Sometimes____Occasionally_____Never
5. I check with the customer once they have stated the problem to make sure I understood them correctly.
Always____Mostly____Sometimes____Occasionally_____Never
6. I listen to the customers’ complete response before responding.
Always____Mostly____Sometimes____Occasionally_____Never
7. I pay attention to the customer’s non-verbal behavior.
Always____Mostly____Sometimes____Occasionally_____Never
8. I communicate empathy to the customers with a problem.
Always____Mostly____Sometimes____Occasionally_____Never
9. The customer feels understood after speaking to me.
Always____Mostly____Sometimes____Occasionally_____Never
10. In general, I am a good listener.
Always____Mostly____Sometimes____Occasionally_____Never
Scoring:
Always= 10__Mostly=8__Sometimes=6__Occasionally=4__Never= 0
80-100: Excellent listener
60-79: Above average listener
30-59: An average listener
Below 30: Not a good listener
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