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Brannon Active Listening Summary

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Branson discusses with Mashable how important it is to listen. The interactive approach that Branson is taking with his customer’s is very personable. Although anyone can listen, it is very important to know what is meant by actively listening. Through listening you are able to determine the needs of your customer’s, which is the primary resource in customer service (Lucas 168). That is a how Branson is able to get a real response from his customers, whether it is good or bad. There are phases in an active listener, which are the following. Hearing, attending, comprehending and responding (Lucas 170 -171). One of the most important things to remember when listening is not to talk, but rather let the customer finish talking before you interrupt (Lucas 185). …show more content…

Which provides service for over 50 location across the United States, Europe and Asia. Mark Morano is responsible for Customer relations and he has developed a program called The Voice of the Customer. Through this program it allows the customer to provide feedback openly as a one way conversation. Morano states “It’s how you respond to challenges and make improvements that will influence customers’ decisions on products and services - their decisions are based on experience. We don’t want to lose customers because we didn’t listen and respond. So, that’s very important for us ("Listening to the Voice of the Customer." Nuclear Plant Journal). Something so simple yet so complex, that is listening. Through this primary step it will determine what kind of service a customer will

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