{"quotes":[{"text":"Listening actively confirms for people that you are positively receiving and thoroughly understanding the message they are conveying.","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":19934,"author_id":"Susan+C.+Young"},{"text":"Your first words will not only shape your first impression, they can create amazing connections, lead you to your dream job, or help you discover a new best friend—or accomplish exactly the opposite.","author":"Susan C. Young","tags":["communication-skills","customer-service","employee-engagement","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":24913,"author_id":"Susan+C.+Young"},{"text":"If the skill of participatory listening came effortlessly and easy for everyone, there would not be so many misunderstandings, communication breakdowns, irritations, and frustrations.","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":25512,"author_id":"Susan+C.+Young"},{"text":"My success with customers on the telephone wasn’t by using pushy sales methods, but by engaging people in meaningful conversations which could lead to friendships on the phone before I ever met them. I would ask questions, listen to their stories, respond to their needs, develop rapport, and earn their business. When we would finally meet in person, it felt less like an introduction and more like a reunion. It was not only good business, we had fun in the process!","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":25898,"author_id":"Susan+C.+Young"},{"text":"10 Conversation Bridge Builders1.\tSimply say hello with a smile.2.\tAsk them what they love about their work.3.\tAsk natural questions out of genuine curiosity. 4.\tGet a person talking about what’s important to them.5.\tCompliment something positive which you’ve noticed.6.\tEngage them with questions which are easy to answer. 7.\tIntroduce them to someone whom you think they’ll enjoy meeting.8.\tAsk them if they have any trips or vacations planned.9.\tLook for something you may have in common so that the conversation begins with shared interests.10.\tThink of questions that begin with how, what, when, why and where.","author":"Susan C. Young","tags":["communication-skills","customer-service","employee-engagement","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":30982,"author_id":"Susan+C.+Young"},{"text":"Active listening requires being fully present and engaged in the moment.","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":33560,"author_id":"Susan+C.+Young"},{"text":"When you become an actively engaged listener, you will develop the mindful awareness that active listening involves multiple layers and distinct levels.","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":73824,"author_id":"Susan+C.+Young"},{"text":"Now let’s look at the flip side. When a diligent and caring person receives your complaint, they have the power to turn a challenge into a triumph. Through active listening, they demonstrate that your satisfaction is their top priority. They not only seek to solve your problem, but they are dedicated to re-earning your trust, your respect, and keeping your business.","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":81660,"author_id":"Susan+C.+Young"},{"text":"ASK YOURSELF: How can you utilize active listening to provide sensational customer service? How will this help resolve complaints from unhappy customers?•\tGive them your full attention and listen without interruption or defensiveness.•\tThank them for bringing the issue to your attention.•\tTake their concerns seriously and share their sense of urgency to resolve the problem quickly.•\tAsk questions and focus on what they are really saying. •\tListen to their words, tone of voice, body language, and most importantly, how they feel. •\tBeware of making assumptions or rushing to conclusions before you hear their concern fully.•\tExplain, guide, educate, assist, and do what’s necessary to help them reach the resolution.•\tTreat them with respect and empathy.When you do an amazing job of resolving an unhappy customer’s problem, you may end up impressing them more than if the problem had never occurred. You may have just earned their loyalty . . . Forever!","author":"Susan C. Young","tags":["active-listening","communication-skills","customer-service","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":92401,"author_id":"Susan+C.+Young"},{"text":"The space between meeting a stranger and making a new friend can be a short distance or a gaping chasm. By understanding how to open a conversation well, you will be better able to bridge the gaps and build rapport more successfully.","author":"Susan C. Young","tags":["communication-skills","customer-service","employee-engagement","healthy-conversation","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","susanspeaks-com"],"id":95218,"author_id":"Susan+C.+Young"}],"pagination":{"page":1,"page_size":10,"total":46,"pages":5,"next":"?page=2\u0026page_size=10"}}