Seminar ID: 100691

What Does Your Customer Really Want?

Presented By:
Jeannie Davis

Now Hear This, Inc.

You will Learn:

  • How to replace traditional call screening techniques with those that produce more productive conversations.
  • How to implement probing questions in a way that solicits relevant information from every caller.
  • How to distinguish the difference between hearing what is being said and listening to understand what is said.
  • How to answer the question behind the question: If we’re so good—how come we ain’t better?

Often times we assume we already know what the customer wants. And many times we’re surprised when our presumptions are incorrect. This situation generally occurs when we work in a repetitive environment – one where we find ourselves saying the same things over and over and over again. Especially when the 15th call of the day starts with what appears to be a similar need we addressed during the first call of our day. We’ll share several solutions for you to consider during this 10 minute segment of our full on-demand webinar, "Managing Telephone Communication For Great Customer Service," which include various call screening techniques, effective probing techniques, and tips for listening on purpose.