Getting Customers to Listen
Complete this sentence: “My job would be soooooo much easier if the customer would just ______________.”
If you said “Listen,” you wouldn’t be alone. The top two reasons we get too many phone calls in claims are: (1) the customer isn’t listening, and (2) the customer doesn’t remember what we said. What if we could solve both those problems by changing, just slightly, how we give customers information. In fact, you can train someone to listen to you. You just have to know how. What is the point of talking when no one is listening?
This session will provide attendees with a very powerful skill that will help customers listen to what we say much better and remember much more of what we said. Plus, it will even help the customer associate positively to what we say.