10 tips for listening

  Ten tips for effective listening from David Aaker, keynote speaker at the first Oro Valley Business Summit.

#1 – Stop talking.

#2 – Prepare yourself to listen.

#3 – Put the speaker at ease.

#4 – Remove distractions.

#5 – Understand the other person’s point of view.

#6 – Be patient.

#7 – Avoid personal prejudice.

#8 – Listen to the tone.

#9 – Listen for ideas, and not just the words.

#10 – Wait, and watch for nonverbal communication.

10 golden nuggets

of customer service

   David Aaker’s golden nuggets for customer service success:

#1 – Know your customer by their first name.

#2 – Listen twice as much as you talk.

#3 – Always tell the truth.

#4 – Never argue with a customer.

#5 – Underpromise, overperform.

#6 – Follow-up, follow-up, follow-up.

#7 – Be thankful for your customers who complain, for you still have the opportunity to make them happy.

#8 – Enthusiasm.

#9 – Be thankful for each and every customer, every time.

#10 – The Golden Rule.