Responsive listening shows a genuine interest in the needs or problems of the customer. Too often people tend to interrupt others because they have made assumptions before gathering all the relevant information. By cultivating good listening skills, service representatives can avoid making mistakes or misreading situations. In addition, listening closely to what the customer says can help prevent problems in the future.
Directions: Evaluate your listening skills and determine where you may need improvement by answering the following questions with YES, NO, or SOMETIMES.
Review your answers and list your top three STRENGTHS and WEAKNESSES:
Strengths | Weaknesses | |
|---|---|---|
1. | _________________________ | _________________________ |
2. | _________________________ | _________________________ |
3. | _________________________ | _________________________ |
How do you feel your strengths help you handle client needs? ______________________________
________________________________________________________________________________
________________________________________________________________________________
How do you plan to improve at least one weak area you listed? _____________________________
________________________________________________________________________________
________________________________________________________________________________
To the Facilitator
Note that questions on the form alternate between negative and positive attributes. After completion of the assessments, form small groups to discuss some of the strengths and weaknesses identified by individuals and the impact these have on customer service interactions. Conduct a large group discussion based on feedback from the subgroups. Identify ways that listening skills can be improved through both individual efforts and changes to the work environment.