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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!