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With this being the case, the group brainstorms a long list of their requirements, i.e.

You, as in the entire training group, want to rent a holiday cottage in Devon (or any other location you choose). We recognise what it’s like to feel as though we aren’t being listened to, so we need to think about how we can avoid our customers feeling like that.We realise how body language gives away when we have stopped listening, and even when people can’t see you, how your body language affects your tonality.We need to discipline ourselves to listen and not to be selective and only hear what we want to hear.What happened once they wanted to speak.Tutor to observe body language (particularly when someone is waiting to speak), accuracy of summaries (including matching of words or phrases, tone of voice). Allow the debate to continue for 10 minutes (aim to allow everyone to speak at least once and take part yourself if needed to get things going).Ħ. Ask delegates to consider how they feel and observe/listen out for tonality.ĥ. Summarise what the last person said before they speakīrief the chairman that he/she can withdraw permission if the summary is not accurate.Ĥ.Explain that anyone can speak (including the chairman) but first they must: As a group, choose a contentious topic which is likely to provoke argument or strong debate with views on both/several sides.ģ. Elect a chairman (volunteer works best).Ģ. To play this game, you need a group of at least five advisors, who should sit facing away from the rest of the group, and then go through the following seven steps.ġ. So when communicating with customers we need to listen carefully and check our understanding.We don’t always catch the most important part of the question (the first word in the bus example) and get side-tracked by irrelevant information.We hear what we expect to hear so we assumed it was Moses, when it was in fact Noah.If this is the case, ask what made them get the answers wrong? And then share the following messages: Once the advisors have given their answers, review how many got both questions correct – it’s unlikely to be many! Quite a simple task, right? Well, you may be surprised by the answers… It travels further south to Milton Keynes, dropping off another five passengers and picking up a further six. It stops in Leicester, dropping off ten and picking up a further four passengers. You are driving a bus, which leaves Stoke at 8.30 with 23 people on board.How many of each species did Moses take into the ark?.The two questions to ask your advisors are as follows: This call listening activity involves simply asking a group of advisors to write down the answers to two questions.īut, before you do so, it’s important to make sure that the team don’t know that this is an exercise specifically designed to improve call center listening skills. Here are four training activities, suggested by Caroline Cooper, that will help you to develop active listening in your contact centre. In addition, if the advisor uses active listening, they can ask more relevant questions and thereby lower call handling times, as well as offering a better customer experience.įind out more about lowering handling times without negatively impacting the customer experience in our article: 49 Tips for Reducing Average Handling Time (AHT) Four Active Listening Training Exercises “To do this on the phone, mirror the caller’s vocabulary and interject with lots of ‘yes’s’ and ‘uh-huh’s’, to signal to the customer that they are being listened to and supported.” Why Is Active Listening Important?Īctive listening is important as it allows advisors to check their understanding about something while also allowing them to get to the heart of the matter.įrom a customer’s perspective, active listening also helps to build trust, which prompts them to be much more honest and open with the advisor. A key element, according to Caroline Cooper, a trainer and consultant at Naturally Loyal, is “letting the customer know that you’re listening and, of course, on the phone that’s much more difficult than in a face-to-face situation.”