5L

We can all become predictive listeners, but I mostly see this type of listening occurring in call centres. A customer calls in and starts to explain the reason for their call. The customer service rep, consciously or unconsciously, listens out for key words that will indicate what the customer wants without them having to say too much. This often results in the rep initiating an action. This is predictive listening. This is not a problem except that it often results in the rep interrupting the customer with their own set of questions or clarification. The call becomes fragmented as the customer tries to continue and the rep tries to understand the need. This adds time to the call and can be frustrating for the customer. It does little to build trust as the constant interruptions to the original dialogue does not give the customer the impression the rep was listening in the first place. A customer said ‘once the reps started listening to all that I had to say in the first place my orders were more accurate, calls didn’t take so long, and I began to trust them enough to convert to their online process.
Watch out for predictive listening. It can impact productivity and the customer experience without you realising it.

I had the opportunity to speak with Diya a number of months ago and I was hoping she would receive her copy of The Five Levels of Listening before Christmas. It's great to hear that it arrived. I really do hope the other books that have been sent to India arrive before the end of the year as well.

Through observing and listening we gain wisdom to hear the dialogue within ourselves and others.

From listening comes knowledge (mōhio)
From knowledge comes clarity (mārama)
From clarity comes wisdom (whakaaro nui)
From wisdom comes dialogue (kōrero)
From dialogue comes working together (mahi ngātahi)



www.successbeginswithlistening.com