- Chapter 13 Listening: Your Ears Are Your Most Important Technology
- from High-Tech, High-Touch Customer Service
- Publisher: AMACOM
- Released: May 2012
Customers want and need to be heard. To build a customer relationship or solve customers' problems, you must really listen to them. Listening is not simply hearing; it is reading a situation and understanding the customers' perspective. Listening is also critical in determining if the customers' needs have been met and if they are satisfied with the relationship.
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