Nationally recognized communication authority Jeannie Davis will share techniques to help you better hear customers’ messages and to help them pay attention to what you are saying. You will learn how to avoid miscommunications and ensure customers feel heard.
Key Learnings
- What 14 powerful techniques can help you listen actively?
- How can you listen for ideas and not just words?
- How can reflective phrases help?
- What will overtones reveal?
- What barriers to active listening should you avoid?
- How can you encourage customers to listen?
Training Overview
14 Keys To Active Listening And 7 Habits To Avoid. Discover how to connect with customers.
Organizations lose millions of dollars every year because of miscommunications resulting from the failure to listen to and understand customers’ needs. Improving your listening skills is essential to provide high-quality customer service.
Distractions can break your concentration. Instead of listening to what’s being said, you may be already listening to what you are going to say. Active listening can help you avoid this pitfall and focus 100% of your attention on hearing the message.
- What 14 powerful techniques can help you listen actively?
- How can you listen for ideas and not just words?
- How can reflective phrases help?
- What will overtones reveal?
- What barriers to active listening should you avoid?
- How can you encourage customers to listen?
Who Should Attend?
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Expert Presenter
Jeannie Davis
- President of Now Hear This, a communications training company located in Aurora, Colorado
- Influential speaker and trainer
- Award-winning author of Beyond Hello, A Practical Guide For Excellent Telephone Communication and Quality Customer Service
- Contributing author in Real World Customer Service Strategies That Work
- Active 26-year member of the National Speakers Association (NSA)
- Chairperson for the Aurora Commission for Older Adults (OCFOA)
- Secretary of the Board of Directors for Open Door Youth Gang Alternatives
Credits
- This program has been approved for 1.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
- This program is valid for 1.0 PDCs for the SHRM-CP or SHRM-SCP.
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