“If you spend more time asking appropriate questions rather than giving answers or opinions, your listening skill will increase.”
–Brian Koslow (President and CEO of Breakthrough Coaching)
Service excellence is a trait that is few and far between in today’s world; where we are used to mediocre and average service standards. But it is always important to remember that it is excellent service and horrible service that gets discussed and shared– average service never gets talked about. In our fast-paced world, technology allows for communication to travel faster than ever; so it is vital that service companies make a conscious effort to go the “extra mile” in order to falling the category of “the excellent.” Going the “extra mile” requires several teachable skills including two skills that go directly hand-in-hand; listening and questioning:
-Listening Skills– Being capable of listening to client’s needs and wants is important to maintaining outstanding service excellence. The ability to listen carefully requires developing skills in two areas:
-Questioning Skills– When a technician knows the right questions to ask then they automatically reduce objections, guide the presentation without being forceful, meet client needs, as well as build the value of the company and products. These are two great types of questions that can be used to build rapport as well as help a technician listen and learn about the client’s wants and needs:
When careful listening and the right questions are asked and used effectively then it makes everything easier and more enjoyable during a visit for both the customer and the technician. Thank you for following our weekly Service Excellence Training posts. Here at Service Excellence Training where we turn learning into earning! Check out our posts next week to learn more about the next two skills that help to take service excellence over the top!
-Resource curated by Whitney Stewart of Service Excellence Training.
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