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SUPERHOST R

Learn why handling customer concerns is crucial for job satisfaction, repeat business, and professionalism. Effective listening can reduce stress, show respect, and ultimately lead to customer loyalty and satisfaction. Develop empathic listening skills to address customer needs and improve service quality.

laurence-lemaitre
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SUPERHOST R

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  1. SUPERHOSTR Lesson # 5 ~ The Power of Listening

  2. Why Should I Handle Customer Concerns? • Makes you feel good about yourself • Increase job satisfaction • Encourage repeat business • Makes you look professional to supervisors • Reduces job stress

  3. Never hear from… • Dissatisfied tells… • Every complaint… • Will do business if solved quickly • Tells… • Costs this much more… Why Handle Concerns? 96% 9-10 26 70% 95% 5 5x

  4. The Cost of a Dissatisfied Customer • 1 + 26 = 27 • 27 tells 10 = 270 • 1 dissatisfied customer • Deters 270 potential customers!

  5. Effective Listening Shows Interest Makes the speaker feel important Reduces irritation and conflict Shows respect

  6. A good listener… • Looks at you • Doesn’t interrupt • Asks questions to keep on topic • Encourages you to speak

  7. Speaking vs Listening Speak 125 – 140 wpm Listen & Think 1000 wpm We think 7-10 times faster!

  8. L I S T E n S I L E N t

  9. Listening… • Is hard work • Requires concentration • Is a skill that can be developed • Is an investment in yourself • Is practiced

  10. Chinese Character ~ to listen

  11. Chinese Character ~ to listen YOU EAR EYES UNDIVIDED ATTENTION HEART

  12. Part 2 ~ Empathic Listening

  13. Being in the proper frame of mind to listen with empathy involves: • Remaining calm • Mirroring feelings • Working together towards a solution • Giving encouraging responses • Clarifying facts

  14. E M O T I O n T I m e

  15. E M O T I O n T I m e

  16. E M O T I O n Remain calm Encourage Mirror Clarify Work together T I m e

  17. TASK: Form a group of 3 one customer one service professional one observer Role play Observer gives feedback Debrief with group

  18. Empathic Listening • Remain calm & in control • Emotionally distance yourself • Do not take personal offense • Show personal concern for other • Offer possible solutions • Serve a need

  19. Remember.... • You can’t win • Apologies cost nothing • Don’t take it personally • Concerned customers help improve service • Your attitude is always showing! • Be prepared to learn.

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