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The art of listening
The principles of listening: steps 4-7
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The principles of listening: steps 4-7
Remove any distractions. Focus on the customer and stop what you were doing beforehand.
05Empathise. Try to understand the customer's point of view and let go of any preconceived ideas.
Be patient. Let the customer continue to speak in their own time.
07Avoid personal prejudice. Don't become irritated and don't let the customer's habits or mannerisms distract you from what they are really saying.
Don’t worry, you can come back and finish the assessment in your own time.
