The Importance of Listening in Customer Service (00000002)

The Importance of Listening in Customer

Serviceby Elijah Eddings & Byron Smith

October 16, 2015

The Rising Stars Transplant Team

Elijah Eddings• Moved to Atlanta on Saturday from

California!

Byron Smith• Moved to Atlanta on Saturday from

New Orleans!

Why we Listen?• Backbone of Customer Service• To improve our understanding

of the issue• To help us understand the real

need of the customer • To enhance internal

communication• Helps you put People First in

everything you do

Four Types of Listeners

• Non-Listener • Superficial Listener• Logical Listener • Active listener

Misconceptions of Listening

• Listening comes automatically• Everyone hears the same

things • Listening is effortless• Listening is natural

Do’s• Avoid interruption!• Provide feedback to all

questions• Repeat what was heard

Don’ts• No side conversations• Ignore customer• Work on other projects

Do’s & Don’ts

Why Ultimate Listens?

• To better serve our customers• Set ourselves apart• Make the Ultimate Experience

memorable• Propagates happiness within the

UltiFamily!