Cultivating Customer Relationships through the Art of Active Listening
Shep Hyken interviews Heather Younger, Founder & CEO of Employee Fanatix and author of The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood. She talks about creating a culture of listening to ensure customers feel heard, valued, and understood.
“When you keep your promises to your customers, they feel valued, heard, and understood.”
“When you make a mistake, what you do to resolve it for your customer is an opportunity to show how good you are.”
“The biggest present you could give someone is your presence. Your understanding and undivided attention can be the game changer for your customer’s day.”
Heather Younger is a keynote speaker, a diversity, equity, and inclusion strategist, Founder & CEO of Employee Fanatix, and a bestselling author. Learn more about her new book, The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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