Customer Service

Prove You Are Listening

Name: Prove You Are Listening
Uploaded: 2025-05-29T17:37:02Z
Duration: 1 min 16 s
Description: Residents can tell if you’re truly engaged within seconds, by your body language and how well you listen. This video teaches technicians how to show they’re dialed in by summarizing what residents say, asking clarifying questions, and making them feel heard. It’s not just about fixing the problem, it’s about building trust from the first word

Residents can tell if you’re truly engaged within seconds, by your body language and how well you listen. This video teaches technicians how to show they’re dialed in by summarizing what residents say, asking clarifying questions, and making them feel heard. It’s not just about fixing the problem, it’s about building trust from the first word

Soft Skills

Professionalism

Best Practices

Mark Cukro

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Transcript

How do you know as a customer that the technician coming to your home is dialed in and paying attention? Now I'm gonna switch it. As a technician, how does the customer look at you and read and decide whether or not you're genuinely engaged or you've made a connection? They look for your body language, number one.

Two, they listen to the words that you say. So as a technician, if someone is giving you information, one of the best things you could do is summarize it and ask if that's accurate or close. And always give them a way out. Because when you say, is it close? If you're a little off, they'll correct you and you say, I'm glad I asked.

But if you just rephrase something and don't give them an opportunity to make any corrections, they'll think. They didn't even ask me if that was right. They just jumped in and knew what it was before I could even finish saying what I'm saying. Most people want to get to the point. Some people don't know how, so we have to help them with questioning and skillful questioning.

But what they don't wanna do is be made to feel like you're not listening to them. So listen, empathize, acknowledge, reassure them that you're on the job, you're going to take care of it and get to finding a solution, but make sure they feel good about the conversations that you have.