Here’s a 10-Second Exercise to Help Your Employees Listen Better


Please read the following.


Aoccdrnig to a rsceearcehr at Cmabridge Uivervtisy,

it deosn’t mttaer in waht oredr the ltteers in a wrod

are, the olny iprmoetnt tihng is taht the frist and

lsat ltteer be at the rghit pclae The rset can be a

total mses and you can sitll raed it wouthit a porbelm.

Tihs is bcuseae the huamn mnid deos not raed ervey

lteter by istlef, but the wrod as a wlohe.


Fascinating, isn’t it?

I asked you to read the above paragraph to demonstrate a principle. Your mind is vulnerable. It can see things that aren’t there. This is important information for those of us who work in customer service.

It can be easy to add details that are not present (that is, to make assumptions, have suspicions, etc.).

Let’s work hard to really listen to the customer and draw conclusions based on all of the information presented to us. Let’s not add to it and let’s be careful not to miss information.

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