Source: ASB Bank Ltd.
1484D Dominion Road Extn., Mt. Roskill
Ms Pradnya Rege, Customer Service Specialist
Date: 23 March, 2010 10.00am
Strategies:
*notice body language/gesture
*concentrate
*focus on overall sentences
Evaluation:
Firstly, I received a phone call from my bank-ASB last week.
The manageress wanted to do some survey to improve their customer service. After that, she invited me to go to her office and gave some more details for her.
In the phone message, I tried to concentrate and focus on overall sentences to answer all the questions, such as service, efficient, waiting time . . . to give grading from 1 to 5. Sometimes, I was not quite understood the words or sentences, I ask her to repeat and slow down. Finally, I finish that survey.
In the office, I noticed with the body language/gesture, I could understand more than before the phone call before. And try to have eye-contact and felt easier. Before we finished the conversion, I asked her business card too. She was quite happy that I took the promise to her office.
Reflection:
It is quite good strategies for me. Although sometimes I was not sure for the whole sentence, I use my own words and asked the same question to confirm the meaning. Compare with the phone message and face to face with the same person, I realized that notice body language/gesture, concentrate, and focus on overall sentences are very important and helpful for listening skill.
And I found the paragraph which I got from this class is quite useful too:
Conversations are visual too. Be aware of body language. Make good eye-contact and at appropriate points nod supportively - even if you disagree. A friendly smile and tactful humour help conversation to flow.
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