Episode 12 The Art of Active Listening
Show Highlights
In this episode, Rob Carens, Founder, CEO, and Chief Technologist at Stunning Digital Marketing, discusses a critical component of communication that is often overlooked in customer service: active listening. Rob draws from his personal experiences and his background as the creator of the “Customer Service Hall of Shame” blog to highlight where companies frequently fall short when assisting customers.
Show Notes
Key Takeaways:
- Communication Challenges: Rob notes that many companies struggle with effective communication over the phone because they haven’t mastered active listening.
- What is Active Listening? Rob defines active listening as:
- Listening to what the other person is saying.
- Formulating what they said in your head.
- Asking clarifying questions if you’re unsure.
- Impact on Customer Service: Poor listening can lead to frustration for customers, as Rob experienced when he had to explain himself five times to a service provider before requesting a manager.
- The “Policy” Trap: Rob warns against using the phrase “our policy says” in customer support, as it can be perceived as confrontational and may cause customers to disengage or demand a manager.
- Benefits of Active Listening: By actively listening, you can better understand a customer’s needs and work together on a plan of action, leading to more positive outcomes and better communication overall.
- Broad Application: Active listening isn’t just for business; it’s a valuable skill to use with family and friends to become a more effective communicator.
