I went shopping yesterday, and was suddenly aware of how much competition there is for a customer’s attention. Visually, the aisles were cluttered with tables groaning with merchandise, lots of visual displays in each department. But what really struck me was the noise level, and how difficult it is to focus attention. There is the general buzz of conversations of the shoppers, music playing in the mall areas and the stores. Cash registers ringing, children crying, and lots of conversations carried out on cell phones everywhere.
It can be difficult to block out all the noise around you and focus on serving the customer in front of you. With all the distractions, the ability to focus and really listen to your customers is an art and essential if you want to please your customers and turn them into repeats. Sharpen your listening talent by using these seven tips:
1. Make and keep eye contact with your customer. Imagine a wall that separates you and your customer from the rest of your surroundings. Focusing on one person and the task at hand will help complete it faster and with fewer errors.
2. Take stock of the noises competing for your attention. Once you identify them, you can mentally choose which ones you listen to and which to block out.
3. Concentrate on your customer’s voice—what makes it unique. If you are in a rush with a lot of customers waiting, someone who speaks slowly or seems confused can up your stress level. By concentrating on their voice quality, you can tailor your pace to theirs, making them feel more comfortable.
4. Resist listening to peripheral conversations. Though you may want to listen to a juicy conversation someone is having on their cell phone, turn your attention back to your customer. We are all guilty of eavesdropping occasionally, but how someone’s date turned out last night isn’t as important as taking care of a paying customer.
5. If possible, move out of the chaos to a quieter area. In some cases, not matter how hard you try to focus, the noise is just too much.
6. When dealing with customers on the phone, eliminate distractions in your line of sight or hearing range. Try to visualize your customer, as if he was speaking to you in person. Listen for content, take notes, and repeat the information back to the customer to confirm the conversation.
7. Rephrase the conversation occasionally back to the customer. Assure them that you can help them and that you are interested in what they have to say. If you don’t have their name in a database, ask for their name and use it several times in the conversation.
Mary Nestor-Harper, SPHR, is a freelance writer, blogger, and workplace consultant. Based in Savannah, GA, her work has appeared in "Training" magazine, "Training & Development" magazine, "Supervision," "Pulse" and "The Savannah Morning News." You can read her blogs at www.skirt.com/savannahchick, www.workingsmartworks.blogspot.com/ and on the web at www.mjnhconsulting.com.
It can be difficult to block out all the noise around you and focus on serving the customer in front of you. With all the distractions, the ability to focus and really listen to your customers is an art and essential if you want to please your customers and turn them into repeats. Sharpen your listening talent by using these seven tips:
1. Make and keep eye contact with your customer. Imagine a wall that separates you and your customer from the rest of your surroundings. Focusing on one person and the task at hand will help complete it faster and with fewer errors.
2. Take stock of the noises competing for your attention. Once you identify them, you can mentally choose which ones you listen to and which to block out.
3. Concentrate on your customer’s voice—what makes it unique. If you are in a rush with a lot of customers waiting, someone who speaks slowly or seems confused can up your stress level. By concentrating on their voice quality, you can tailor your pace to theirs, making them feel more comfortable.
4. Resist listening to peripheral conversations. Though you may want to listen to a juicy conversation someone is having on their cell phone, turn your attention back to your customer. We are all guilty of eavesdropping occasionally, but how someone’s date turned out last night isn’t as important as taking care of a paying customer.
5. If possible, move out of the chaos to a quieter area. In some cases, not matter how hard you try to focus, the noise is just too much.
6. When dealing with customers on the phone, eliminate distractions in your line of sight or hearing range. Try to visualize your customer, as if he was speaking to you in person. Listen for content, take notes, and repeat the information back to the customer to confirm the conversation.
7. Rephrase the conversation occasionally back to the customer. Assure them that you can help them and that you are interested in what they have to say. If you don’t have their name in a database, ask for their name and use it several times in the conversation.
Mary Nestor-Harper, SPHR, is a freelance writer, blogger, and workplace consultant. Based in Savannah, GA, her work has appeared in "Training" magazine, "Training & Development" magazine, "Supervision," "Pulse" and "The Savannah Morning News." You can read her blogs at www.skirt.com/savannahchick, www.workingsmartworks.blogspot.com/ and on the web at www.mjnhconsulting.com.
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