- Duration: 16m 49s
- Skill Level: Beginner
- Released: October 30, 2017
- Viewers: 59,331
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Course detailsListening is one of the most singularly powerful tools anyone involved with customer service has in their arsenal. Yet, it's often the biggest area where customer service professionals lack specific training and understanding. In this short course, join customer strategy expert Noah Fleming as he helps you bolster your critical listening skills, providing you with a framework designed to help you succeed. Noah covers crucial, surface-level skills like body language and rapport. He also explains how to listen to and empathize with customers, while continuously adding value by asking the right questions to create further listening moments.
Skills covered in this course
- Think about the last time you had to deal with a customer service department. It can be downright frustrating. You're passed around from representative to representative, being asked each and every time to reexplain the same thing you just told the three previous people. You probably just wanted to hang up. It's no wonder that poor customer service has been said to cost businesses north of 62 billion dollars a year. Is anyone even listening? Are you listening? Are you hearing me? Listening, a 62 billion dollar a year problem. It's such a simple concept but one of the most profound and underestimated aspects of great customer service, the act of simply listening to your customers. Hi, I'm Noah Fleming, and I've been helping companies with two million to over two billion in annual revenues create long-term, sustainable and highly profitable customer relationships, over the past 10 years. In this course, I'm going to share with you how to listen to your customers and put yourself and…
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