Male sitting at desk: Hi, good afternoon, can I speak to James, please?
When customers phone up with a problem, then I need to be able to listen to the specific information that they give me, when they call up, and I need to be able to ask questions to delve further into the problem, to find out the exact cause and nature of the problem.
Sam: Thank you for calling Karine & Jackson, this is Sam.
Okay, the main things I look for when answering the phone is making sure that I get to know what sort of stylist they're looking to see.
There's different levels, which costs different prices.
Give you a total of 115.50.
What time or date they will be available; either morning or afternoon.
Also, what they're looking to have done.
Male with bald head, wearing glasses: You have to have a good listening ear, especially the left one, 'cause that's the one that they're talking to the most.
You have to listen for the specific word where they want to go.
Sam: It's also nice to confirm with them as well, making sure you confirm the date, the time and the exact stylist that they're seeing, and also the price they're getting so they're completely aware of what's happening for them on the day.
Right, we'll see you then.
Thank you.
Being able to listen clearly and take in information is very important. Try repeating back key information to confirm you heard it right and also plan ahead for what to listen for.
Quick tips for tutors
Listening for specifics includes:
- Listening for detail
- Checking and asking for clarification
- Following instructions
- Selecting information
Downloadable Factsheets
Entry 1 & 2 - Arranging a delivery
An introduction to arranging a delivery.
Entry 3 - Listening for specific information
How to gather clear information in different situations by improving your listening skills.
Level 1 - Listening carefully: Tips
How to become a better listener.
Downloadable Worksheets
Entry 3 - Phoning the energy company
Exercise in listening to options when phoning an energy company as a customer.
Entry 3 - Listening for telephone options
Exercise in listening to automated telephone messages and choosing the right options.
Level 1 - Asking before you buy
Exercise in listening to information and asking questions before you make a decision.
Level 1 - Match the film
Listening exercise in which you match audio descriptions of a film to the ideal viewer.
Level 1 - Buying from the small ads
Exercise in listening to adverts and being specific.
Audio
Phoning the energy company
Banks options
Asking before you buy
Match the film
Buying from the small ads
