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

Dreads.jpg

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.

Want more ideas like this?

Imagine sitting in a local coffee shop that’s nestled in a bookstore, and talking over a latte with Myra about ways to help your employees deliver the best possible customer experience, and ways to help reduce stress on your employees as they deal with difficult customers.

Every week, often literally from a coffee shop, Myra gives you ideas that in one way or another are actionable towards improving your customer experience.

Sign up and join Myra over coffee every week.

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