Superior customer service has much more to do with your ability to actively listen than it does with your gift for gab. To uncover your customer's hidden expectations and encourage conversation, use open-ended questions to probe the meaning behind his or her statements. Open-ended questions require more than a simple "yes" or "no" response. It's also a good idea to occasionally repeat your customer's words back to them verbatim so they know you are paying attention. By restating your customer's key words or phrases you not only clarify communication, but you also build rapport. Keep your attention focused on what your customer is saying and avoid the temptation to interrupt, argue or dominate the conversation. Interrupting your customer when he or she is talking will destroy any rapport you may have established up to that point. If you do happen to slip up and interrupt your customer, apologize quickly to limit the damage.
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