How Listening and the Virtual PBX Can Improve Business

Listening to the customer – it’s a concept that a number of customer service training books advise, but how many companies or their employees actually practice this approach? In the typical conversation, we’re too busy forming our next response to actually listen to what the other person has to say. With a friend, it’s not as glaring. With a customer – it can make or break the sale.

Virtual PBX provider Nextiva recently published a blog on the topic of good listening; offering five ways the reader can become a better listener. Borrowing from its advice, let’s take a look at how you and your employees can improve habits to make a positive impact on the bottom line.

Get Rid of Distractions

We’ve all been in those conversations when the person we’re talking to is too busy looking at something else to really pay attention to what we’re saying. Likewise, we may have been the distracted listener. What may be excusable in social settings is not when it comes to interacting with a current or potential customer. Put away all distractions and give the individual the direct and focused attention they deserve.

Sub Vocal Recognition

While you may not be aware of what it’s called, we all know how to practice sub vocal recognition. This is the concept of providing responses on the phone with a customer. Saying things like “OK” or “I understand” is critical to express interest and to confirm that you’re listening to the person on the other end of the line.

Ask Pertinent Questions

Fully understanding the person is critical to real listening. When you follow up with a question, it demonstrates that you are truly listening. If a customer tells you they need something right away, be sure you clarify what they mean by right away. You may assume it means next week when they actually mean this afternoon.

Let the Speaker Finish

One of the most insulting things you can do is try and finish the other person’s sentence. Don’t assume you know what they are about to say – it makes them feel rushed and as if you don’t really care what they have to communicate. Let them finish the thought before you jump in to add something to it.

Maintain Eye Contact

It’s one of the oldest tools in the book, but eye contact still means something in the customer service environment. While this isn’t possible over the phone, it is important in face-to-face interactions as it lets the person know you care about what they are saying and you’ve heard and understand the message.

Having the right tools in place to support quality communications is one thing. After all, the virtual PBX can provide access to a wide range of tools that support seamless interactions. Without the right listening habits, however, the best technology can’t produce the results you need. The right balance of both helps you communicate effectively so you can deliver on customer expectations.

Edited by Rachel Ramsey