The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/271291
ENJOY THE SILENCE Great Customer Service Through Active Listening ILTA MAGA ZINE Although much attention is given (and rightfully so) to the needs of a firm's external client, firms often overlook the fundamental and critical role of delivering first-rate internal customer service. Neglecting the needs of internal customers can result in a less productive workplace, reduced collaboration among staff, and potentially, the loss of valuable external clients. The needs of your co-worker must find priority; your peers, through their work, are also serving the external client. Perhaps the most challenging aspect to master in delivering quality customer service is the art of effective communication through listening. Although listening takes time — and time is a resource in short supply — setting aside time to first listen to the needs of your internal customer is the most efficient way to begin any interaction. AN ENDANGERED ART Today's media-saturated work environment further complicates communication. Because we communicate across multiple platforms, using countless devices, and often in different time zones, we must increase our communication efficacy, not hinder it. The key to accomplish this begins with actively listening to the needs of your customer. 40 The ability to listen is arguably the one sense we take most for granted. In truth, we spend much of our waking lives trying to block out unnecessary noise. But taking the time to actively listen to your customer communicates to them that they are important enough to be heard. Studies show that when customers perceive a high level of listening behavior, it enhances their trust and leads to greater anticipation of future interaction. Active listening is a skill that must be mastered to deliver excellent service. Listening is not the same as hearing, however. While hearing is a passive process, listening is a deliberate, intentional act that provides context and meaning to communication. The act of engaged listening requires focus, concentration and emotional presence to discern the speaker's meaning appropriately. Active listening demands your full attention. That person standing before you is your customer, and he or she is important. You can communicate that importance by acknowledging his or her presence, making eye-contact, opening your body language and looking interested. Ask yourself: • Are you hearing what is being said? Did you catch what was left unsaid? • What is the tone and cadence of their speech? • Is there an unusual sense of urgency? • What are you hearing between the lines? Is there more to their request than meets the ear? FEATURES