Steps 4-7
04 Don’t use jargon
Remove barriers to effective listening on the part of the customer by avoiding jargon and using terms that they will understand.
05 Don’t make assumptions
Analyse only what the customer has said, rather than jumping to your own conclusions and second-guessing their meaning.
06 Acknowledgement
This can be something as simple as a nod of the head to indicate that you are listening. It encourages the customer to continue with what they are saying.
07 Body language
As much as verbal communication is important, non-verbal cues can help the listener to understand what the other person is saying. Gestures, facial expressions, posture and eye movements can all be essential.