Customer-Focused Listening (Essay Sample)

Customer-Focused Listening
Name
Institution
What are some service attitudes and practices that promote the sincere desire to pay attention to what customers say?
Having the right attitude is the key to successful customer service. In general the desire to listen to a customer requires a customer friendly attitude. Customer friendly attitudes involve friendliness, attentiveness and patience among others. According to Lucas (2009), friendliness establishes a good relationship with a customer and this is essential for both parties. In order listen and make a positive impact on a customer, customer service reps must be attentive in order to get all concerns from the customer. Lastly, it is important that a CSR exhibit patience in order to listen to a customer. Some customers may be irritating but it’s the duty of the company representative to be patient and help such a customer.
Which service situations promote effective listening and feedback?
Some service situations promote a listening culture. Customers who put their anger aside despite any issues to seek help from a customer service rep promote effective listening and feedback. An angry customer may make it impossible for a representative to the customer’s concerns and address them. A situation where a customer service rep asks questions and the customer is cooperative enables him or her to listen effectively and give the appropriate feedback.
Which skills should CSR's practice that compliments customer-focus listening?
Attentiveness, clear communication skills, time management skills and patience are significant skills for a listening culture (Lucas, 2009). An attentive representative is able to get all issues from a customer clearly. With clear communicating skills, a CSR knows when to talk, and when to listen. Time management ...