Practicing focused listening is very crucial towards establishing an effective communication process. Focused listening can be established through acquisition of the most appropriate service attitudes. These attitudes are very crucial towards fostering active listening in the service providers. Development of a positive attitude by the customer service representatives entails maintaining focus of the issues raised by the customer while taking feelings into consideration (Gibson, 2012). The attitudes are generated as a result of the perceptions and impressions that the service provider forms in the listening process. Positive attitudes assist the service providers to enhance their level of enthusiasm to customer satisfaction that is a critical function to generating a positive response.
Some of the service situations that promote effective listening and feedback includes circumstances when the service provider can stay focused (Gibson, 2012). In this situation, the service provider can take time to listen to the client while observing the communication from the non-verbal cues and the emotions. This assists in identifying the areas of major and seeking clarity before formulating a response. Patience is one of the attributes that assist an individual to take time listening to the concerns raised by the client. Therefore, active listening and patience are some of the situations that can promotion the acquisition of a fruitful conversation that can assist in giving the most appropriate feedback.
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"Customer Service Essay".
Customer service representatives should adopt a culture that can assist them in acquiring customer-focused listening. One of the most practical way to achieve this is going into a conversation with an open mind so as to prevent the formation of assumptions. The representative should avoid interrupting the customers. However, before formulating their response, the representatives should seek clarifications on issues that are not clear. The representatives should also embrace the use of open questions in order to facilitate the acquisition of sufficient information from the customer and give room for clarifications (Gibson, 2012).
- Gibson, (2012). The World of Customer Service. 3rd Edition. Boston: Cengage Learning.
