Practising focused listening


Last Published  01 August 2012

Customers often complain that customer service employees do not listen. This fast paced tool will help to remedy that complaint by getting delegates to practice 'attending skills' or focussed listening.

In pairs, using three short, practical exercises, your delegates will sharpen their listening and attending skills. It can be repeated to improve the skill as often and whenever you would like.

Tool aims
  • To practise focused listening skills that are particularly relevant to dealing with customer complaints.