Overview
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Want your customers to feel understood? Boost your listening skills. Learn techniques that can help you foster a sense of connection and deliver a great customer experience.
Syllabus
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Introduction
- Why hearing isn't listening
- Benefits of effective listening
- Three steps to better listening
- Understand, then be understood
- Link the communication chain
- Listen with empathy
- What your customer really needs
- Finding upsell opportunities
- Creating calm with an enraged customer
- Start, stop, continue
