March Focus on Customer Service

Successful communication requires less talking and more careful listening. According to the International Listening Association, 85 percent of what we know we have learned through listening. Yet, humans remember only about 20 percent of what we hear. Careful listening tells your customers that they are important, and are being taken seriously. Therefore it is critical to actively listen to what they have to say. Engage in active listening by making eye contact and showing interest. Do not become easily distracted or engage in distracting activities like opening mail or conducting several conversations at once. Focus on the customer – do not interrupt them, get ahead of their story or try to “top” their story. Finally, focus on content rather than delivery.