Managing active listening
The following section will assist you in active listening.
Show that you care
- Check the previous notes captured on the customer’s account.
- Create the connection (For example “When we spoke last…”)
- Check if it is convenient to talk.
- Pause before talking.
- Empathise.
Summarise the key actions
- Summarise the discussion with the customer and confirm the points.
- Capture an event on the customer’s account for each call, so that when the next EPSIDON TECHNOLOGY GROUP team member speaks to that customer, he/she will have all the details from the last call received / made.