ACTIVE LISTENING

- always exhibit and practice active listening

importance of active listening

- avoids misunderstanding
- develop solutions
- gain trust

tips to active listening

- know your purpose
- focus
- take down notes
- be patient
- avoid personal prejudice

how to deal with thinkers

effective probing
- these are questions designed to know more about the topic or situation
- helps us think more deeply about the issue at hand
- continue to probe to get the information to dig deeper

importance of probing
- get information
- gain understanding
- determine the real need
- arrive at a resolution

probing techniques
- open-ended or general questions
- what
- why
- how
- close-ended or paraphrasing questions
- do, does, did
- is, are, was, were
- has, have
- just to verify
- who? what?
- funnelling questions
- which of these?
- which / what part of
- what specifically / exactly
- leading questions

tips for thought organization

- chronological order (states the details according to the time in which they
occur)
- process order (gives step by step order by which something is done)
- cause (identifies the source of a particular action)
- effect (identifies the result of a particular action)

directness
- reduce (omit unneccesary words or phrases, avoid bad fillers, stick to the basic
sentence structure)
- reformulate (avoid run-on sentences, avoid circular or unclear explanations)

things to remember
- be more direct (answer the question, give supporting statement/s)
ACTIVATION
- call type for when customers would like to activate their product upon
installation

predictive solution:
- new license if a new speaker wants to create a voice profile

transfer
- cold transfer (leaving your customer on hold and having them wait in the lobby)
- warm transfer (leaving the customer on hold and asking the TS to cater the
transfer before transfering the call, WE DO THIS)