212: Mastering The Art of Listening

Summary

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation emphasizes curiosity, engagement, and the need for leaders to create an environment where everyone feels heard. They also touch on the concept of a ‘reality distortion field’ and how it can inspire teams to achieve the impossible.

Takeaways

• Listening is a critical skill in customer service and leadership.
• Curiosity drives better conversations and deeper connections.
• Effective listening requires patience and the ability to let others finish their thoughts.
• Leaders should speak last to empower their teams and encourage open dialogue.
• Avoid multitasking during conversations to show respect and engagement.
• Asking probing questions enhances the quality of discussions.
• Listening like you’re wrong can lead to better understanding and service recovery.
• Being a trampoline, not a sponge, fosters more engaging conversations.
• Everyone has a story that can provide valuable insights.
• Creating a reality distortion field can help teams achieve extraordinary results.

Chapters