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Active Listening to Improve Customer Relationships by Cindy Stradling CSP, CPC

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  • Active Listening to Improve Customer Relationships by Cindy Stradling CSP, CPC

Active Listening to Improve Customer Relationships by Cindy Stradling CSP, CPC

Blog
1048 Views

April 1, 2014

Our customers are our business’ lifeline. No matter your area of business, understanding, or not understanding them, yocommunication2ur customers can make you or break you. Unfortunately, many of us fail to develop the listening skills that can take us to the next level in our customer relationships. Here are some tips to help you improve your listening skills so that you can deepen your relationship with your clients.

  1. Don’t think about what you’re going to say next. This common habit plagues many of us in both business and personal relationships. When someone else is talking, it is very tempting to spend that time formulating your response, rather than really listening to what the other person is saying. Wait until the person is finished speaking to formulate your response, and you will find that you have heard more of what they were trying to tell you. You may feel that this slows down the conversation, but it is well worth the small amount of extra time it might take.
  2. Don’t go in with an agenda. This bad habit is common in many sales people. Sales professionals are driven to get the sale. Sometimes, unintentionally, it can be at the expense of the long-term relationship. It isn’t wise to always assume you know what your customer needs. By really listening before you make a decision on trying to sell the customer, you may find that you didn’t understand their needs as well as you thought. You can then alter your presentation or offering to better fit their needs as they see them. Over the long term, this is a better selling strategy, because it creates loyal customers.
  3. Be sure they know you’re listening. With practice, your listening skills will get better, but it is important to demonstrate this to customers. Ask probing questions, and repeat the concerns you hear from customers back to them. When you paraphrase their concerns back to them as you move through the conversation, they know you heard their needs, and they believe that you care. This also ensures that any miscommunications get cleared up right away.

In our fast paced world, good listening skills do not come naturally. Just like any other business skill, however, these can be learned and perfected with time. Active listening is an area often overlooked in the business climate, but it can make a significant difference in how you are perceived by your customers. When your customers know that you care about what they have to say, and that you understand their needs, they become customers for life.

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Cindy Stradling

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Our Clients Say

We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

Marina Lichtenberg National Manager, Talent Acquisition Canon Canada - "Your gateway to a dynamic career with Canon"

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