Since the advent of the online book seller, who gets us exactly, what we want when we want it at the cheapest price it is possible to get it; customer service has completely changed.

Somehow we compare all of our interactions with those that excite and engage us. That means the bar has been lifted on listening to our customers. And it's not just about what they are saying. It's is what they are not saying that can be the source of unimaginable potential value if only we are able to listen.

So what do we listen to? What customers say? What they do not say? Where they have difficulty expressing what they really want what do we do to overcome this inhibition?

This module is all about listening. Listening to yourself as well as your customer to create deeper insights into what your customer needs and wants.

In 90 minutes you will have
Practiced techniques in listening to yourself and others
Experienced the difference between different ways of listening and how to interpret the outcome
Identified when these techniques would assist you in deepening your listening