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The most memorable customer experiences are the ones that create an emotional connection. So how do you create memorable connections? It starts with asking the right questions and listening. The process of listening itself shows people that you care, and you will be able to uncover their needs and pain points. EIS is designed to help your staff ask the right questions and utilize active listening skills. To listen, according toMerriam-Webster, is ?to hear what someone has said and understand that it is serious, important, or true.? It?s that second part of the definition that stands out -especially when it comes to active listening. It?s the genuine absorption of what someone is saying to us that reinforces and communicates how seriously we?re taking it, or appreciate its importance.
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It?s that second part of the definition that stands -- especially when it comes to active listening. It?s the genuine absorption of what someone is saying to us that reinforces and communicates how seriously we?re taking it, or appreciate its importance. Of course, we have to be paying attention in order to be able to recall, evaluate, and respond to what someone tells us. And even if we are,howwe respond can send a variety of signals back to our conversational counterpart. Statements like, ?I see,? or, ?Cool,? for example, aren?t exactly active phrases. Rather, they exhibit a state of passive listening that communicates we hear the person, but probably don?t care. And that?s not how anyone -- let alone important people in your life, like your family or your boss -- wants to be treated. Even if your significant other is telling you about his day, responding with something like, ?Mm-hmm? doesn?t exactly send the
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SU B-H EA D IN G 1
SU B-H EA D IN G 2
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COMPANY PRESENTS | HOW TO FIND SUCCESS
SU B-H EA D IN G 1 Lorem ipsum dolor sit am et , conset et ur sadipscing elit r, sed diam nonum y eirm od t em por invidunt ut labore et dolore m agna aliquyam erat , sed diam volupt ua. At vero eos et accusam et just o duo dolores et ea rebum . St et clit a kasd gubergren, no sea t akim at a sanct us est Lorem ipsum dolor sit am et .
SU B-H EA D IN G 2 Lorem ipsum dolor sit am et , conset et ur sadipscing elit r, sed diam nonum y eirm od t em por invidunt ut labore et dolore m agna aliquyam erat , sed diam volupt ua. At vero eos et accusam et just o duo dolores et ea rebum . St et clit a kasd gubergren, no sea t akim at a sanct us est Lorem ipsum dolor sit am et .
SU B-H EA D IN G 3 Lorem ipsum dolor sit am et , conset et ur sadipscing elit r, sed diam nonum y eirm od t em por invidunt ut labore et dolore m agna aliquyam erat , sed diam volupt ua. At vero eos et accusam et just o duo dolores et ea rebum . St et clit a kasd gubergren, no sea t akim at a sanct us est Lorem ipsum dolor sit am et .
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SU B-H EA D IN G 1
SU B-H EA D IN G 2
Lorem ipsum dolor sit am et , conset et ur sadipscing elit r, sed diam nonum y eirm od t em por invidunt ut labore et dolore m agna aliquyam erat , sed diam volupt ua. At vero eos et accusam et just o duo dolores et ea rebum . St et clit a kasd gubergren, no sea t akim at a sanct us est Lorem ipsum dolor sit am et .
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CO N CLU SIO N
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K EY TA K EAW AYS: -
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