You don’t get satisfied customers. In addition to a good product, the way you communicate with customers is critical to differentiating between satisfied and dissatisfied customers. In addition to my article, you will find the tips below to learn how to listen, summarize, ask questions and other communication skills: customer-friendly tips.
LSD: Listening, summarizing, interrogating
Often we interpret ourselves for what someone else says, thinks or means. Although well intended, this often leads to miscommunication and / or provocation.
LSD is the acronym for Listening, Summarizing, and Interrogating. Whether you are a practitioner or a butcher, you are in a relationship, or need to do an assessment interview, but you improve communication with someone by carefully listening, summarizing and asking questions.
Good listening is harder than it sounds at first. If you can listen to someone else, you can understand what he or she really means. You do this by focusing on spoken words, the interior of the sound, and the body language. This means that you open yourself up to hearing the other person fully and consciously.
It also means that you give yourself enough time and space to talk to someone else. Few people like to listen to someone else’s monologue.
In order to get the conversation going as quickly as possible, we often listen to and listen to one another until someone else does. It is very difficult to add something meaningful to a conversation without first hearing and understanding what the other person means. You want to control the conversation and express your own perspective, not listen to someone else’s words. Communication is a two-way street. Speaking is as important as listening. Try to understand it first and only then will you understand it.
Summarizing is as important as listening. By returning what someone else said in your own words, you can check if you understand. Do not make this summary too long, just one word or one sentence is often enough. It’s all about the core. “If I understand correctly, you mean… ..” or “Do you want … …?”
The essence can often be summed up with a word. If you pay close attention, you can summarize the essence of the story by simply repeating the word. So a story about consumer friendship can be summed up with the word “customer friendship”.
You don’t get there alone with understanding. Being able to continue asking questions is an art that can be learned with pleasure. There is often a reason why “why” people need something. You can get to the core of the question by asking more questions: What does a person really want, what he really wants, and why this is so important to him.
Ask open-ended questions
Ask several open-ended questions at the beginning of the conversation. These are the sentences that start with WHO, WHAT, WHERE, and HOW. This makes your conversation partner feel better and you invite him to tell his own story. Moreover, you avoid self-delusion and miscommunication in order to fill someone else’s thoughts.
Later in the conversation, when you want to finish, you can ask more closed-ended questions. Closed questions are questions that can be answered yes or no.
Where possible, avoid using the term WHY. “Why?” It can be very discreet, and it can open up your conversation partner. Why it is good to replace WHO, WHAT, WHERE, and HOW with the words. “Why do you want this?” “Is this what you want?”
Don’t forget yourself
A good conversation is a two-way street, where two conversational partners communicate on an equal level with each other. So take care of your own assurance, especially if you are modest about yourself and don’t forget to say what you want.
Even if your communication skills are still excellent, no one has ever learned about a fuzzy story. So be as clear as possible and listen to your LSD (listen, summarize, and question more). Allow someone else to confirm this by repeating the agreements you have made. It prevents mistakes.
You can learn communication skills
Communication skills are easy to learn. You will be fine with the tips above. It is important that you not only read them but also work with them. You learn the most by practicing and occasionally making mistakes.