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LinkedIn Learning

Listening to Customers

via LinkedIn Learning

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Overview

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Build listening skills that help you connect with customers, ask better questions, show empathy, and deliver solutions across in-person, phone, chat, and social channels.

Syllabus

Introduction
  • Why listening matters in an AI-enabled world
1. Practicing Objectivity with Customers
  • Shifting from talking to listening to customers
  • Going judgment-free to improve understanding
  • Maintaining a questioning mindset
  • Asking better questions to clarify customer needs
2. Practicing Empathy with Customers
  • Building Trust Through Empathy
  • Listening in high-emotion situations in person
  • Listening in high-emotion situations on the phone
  • Listening in high-emotion situations over chat
  • Listening in high-emotion situations on social media
3. Shifting from Listening to Problem Solving
  • Turning listening into solutions
  • Keep improving your listening skills

Taught by

Noah Fleming

Reviews

4.7 rating at LinkedIn Learning based on 81 ratings

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