Active READING
Supplemental training
SUPPLEMENTAL TRAINING
ACTIVE READING
What is active reading?
Active reading simply means reading something with a determination to understand and evaluate it for its relevance to your needs. Simply reading and re-reading the material isn't an effective way to understand and learn. Actively and critically engaging with the content can save you time.
SUPPLEMENTAL TRAINING
ACTIVE READING
SUPPLEMENTAL TRAINING
ACTIVE READING
Active Reading Fosters Understanding and Empathy
It's especially important to read actively when a customer is angry, frustrated, or maybe even hostile. By asking follow-up questions, relaying their situation, and empathizing with their frustrations, representatives help customers feel truly understood and taken care of.
We can all relate to talking with a representative who is clearly stuck on their script and doesn’t seem to care about your concerns. The purpose of having real people at customer service is to offer that personal touch and interaction for consumers, rather than having them go through automated messaging.
Being able to have a real, authentic conversation is what keeps consumers engaged and coming back. Strategies that lose that authenticity ultimately lose customers.
Actively reading is truly the key to effective communication. Developing and using that skill in your daily tickets means having the opportunity to win a raving, lifelong customer.
SUPPLEMENTAL TRAINING
ACTIVE READING
THE BENEFITS OF ACTIVE READING
Builds deep trust
01
As you cultivate the habit of understanding sincerely, you invite customers to open up. They can sense that you will not be jumping to conclusions based on superficial details. They also realize that you care enough about them to listen attentively. While building trust takes time, it leads to great benefits such as turning angry customers into an advocate!
Broadens your perspective
02
Your own perspective in life is not the complete truth or how everyone else sees it. The way you understand life from your beliefs and thinking is only one way to look at it – listening to other people’s perspectives allows you to look at life from different perspectives, some of which you may not have thought of before.
SUPPLEMENTAL TRAINING
ACTIVE READING
THE BENEFITS OF ACTIVE READING
Strengthens your patience
03
The ability to be a good listener takes time and you need to develop it with regular efforts over time. But as you gradually get better and better at listening, an automatic benefit is that you develop patience. Patience to let the other person express his or her feelings and thoughts honestly while you don’t judge.
Makes you approachable
04
As you present yourself as a patient representative, customers feel more naturally inclined to communicate with you. By being there for them, you give them the freedom to express their feelings.
SUPPLEMENTAL TRAINING
ACTIVE READING
THE BENEFITS OF ACTIVE READING
Increases competence and knowledge
05
Great reading skills make a representative more competent and capable. The more a representative can get information out of the customer’s email the more efficient and successful they will be at resolving them. Reading also builds knowledge and helps fulfill work requirements through progressive learning.
Helps detect and solve problems
06
As a representative, they should always be attentive to what customers have to say. Listening to customers will help you understand what needs to be changed and worked on to provide top-notch customer service!
SUPPLEMENTAL TRAINING
ACTIVE READING
Strategies to active reading
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 1 – Read the entire message without starting your response in your head
It is very easy to start replying to a message or conversation with your thoughts before you have even finished reading or listening to the other party. Practice not doing this, be present in the conversation.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 2 – Ask yourself: what questions was I asked and/or action(s) was I asked to complete?
If you are asked for multiple times you are free, don’t give just one. If you are asked to list times in the order of preference, don’t list just one. If you are asked to reply with confirmation of receiving a message, don’t ignore the request. If you are asked for two different things, don’t reply to only the first. The goal is a complete response.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 3 – Outline your response in your email
If you are replying to multiple topics or questions, a quick tip is to outline your message body with a prompt, note, or some other indicator that will not let you forget to include that information in your response. You may also make a list of topics that you need to address in your response.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 4 – Write your response
Remember that emails should not be treated like text messages or instant messaging. Use proper grammar and syntax in your response.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 5 – Review your response
Before you send your message, re-read it to check for spelling or grammar mistakes, or run it through a grammar checker, and make one last comparison against the message you are replying to.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 6 – Send
Following these 6 steps will help make sure that you are avoiding the easy pitfalls that many representatives make in their haste to reply to a customer.
SUPPLEMENTAL TRAINING
ACTIVE READING
You're almost done... Let's practice!
SUPPLEMENTAL TRAINING
ACTIVE READING
Thank you!
"Keep training and keep learning until you get it right."
ACTIVE READING
Mae Remigio
Created on April 10, 2023
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Transcript
Active READING
Supplemental training
SUPPLEMENTAL TRAINING
ACTIVE READING
What is active reading?
Active reading simply means reading something with a determination to understand and evaluate it for its relevance to your needs. Simply reading and re-reading the material isn't an effective way to understand and learn. Actively and critically engaging with the content can save you time.
SUPPLEMENTAL TRAINING
ACTIVE READING
SUPPLEMENTAL TRAINING
ACTIVE READING
Active Reading Fosters Understanding and Empathy
It's especially important to read actively when a customer is angry, frustrated, or maybe even hostile. By asking follow-up questions, relaying their situation, and empathizing with their frustrations, representatives help customers feel truly understood and taken care of. We can all relate to talking with a representative who is clearly stuck on their script and doesn’t seem to care about your concerns. The purpose of having real people at customer service is to offer that personal touch and interaction for consumers, rather than having them go through automated messaging. Being able to have a real, authentic conversation is what keeps consumers engaged and coming back. Strategies that lose that authenticity ultimately lose customers. Actively reading is truly the key to effective communication. Developing and using that skill in your daily tickets means having the opportunity to win a raving, lifelong customer.
SUPPLEMENTAL TRAINING
ACTIVE READING
THE BENEFITS OF ACTIVE READING
Builds deep trust
01
As you cultivate the habit of understanding sincerely, you invite customers to open up. They can sense that you will not be jumping to conclusions based on superficial details. They also realize that you care enough about them to listen attentively. While building trust takes time, it leads to great benefits such as turning angry customers into an advocate!
Broadens your perspective
02
Your own perspective in life is not the complete truth or how everyone else sees it. The way you understand life from your beliefs and thinking is only one way to look at it – listening to other people’s perspectives allows you to look at life from different perspectives, some of which you may not have thought of before.
SUPPLEMENTAL TRAINING
ACTIVE READING
THE BENEFITS OF ACTIVE READING
Strengthens your patience
03
The ability to be a good listener takes time and you need to develop it with regular efforts over time. But as you gradually get better and better at listening, an automatic benefit is that you develop patience. Patience to let the other person express his or her feelings and thoughts honestly while you don’t judge.
Makes you approachable
04
As you present yourself as a patient representative, customers feel more naturally inclined to communicate with you. By being there for them, you give them the freedom to express their feelings.
SUPPLEMENTAL TRAINING
ACTIVE READING
THE BENEFITS OF ACTIVE READING
Increases competence and knowledge
05
Great reading skills make a representative more competent and capable. The more a representative can get information out of the customer’s email the more efficient and successful they will be at resolving them. Reading also builds knowledge and helps fulfill work requirements through progressive learning.
Helps detect and solve problems
06
As a representative, they should always be attentive to what customers have to say. Listening to customers will help you understand what needs to be changed and worked on to provide top-notch customer service!
SUPPLEMENTAL TRAINING
ACTIVE READING
Strategies to active reading
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 1 – Read the entire message without starting your response in your head
It is very easy to start replying to a message or conversation with your thoughts before you have even finished reading or listening to the other party. Practice not doing this, be present in the conversation.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 2 – Ask yourself: what questions was I asked and/or action(s) was I asked to complete?
If you are asked for multiple times you are free, don’t give just one. If you are asked to list times in the order of preference, don’t list just one. If you are asked to reply with confirmation of receiving a message, don’t ignore the request. If you are asked for two different things, don’t reply to only the first. The goal is a complete response.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 3 – Outline your response in your email
If you are replying to multiple topics or questions, a quick tip is to outline your message body with a prompt, note, or some other indicator that will not let you forget to include that information in your response. You may also make a list of topics that you need to address in your response.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 4 – Write your response
Remember that emails should not be treated like text messages or instant messaging. Use proper grammar and syntax in your response.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 5 – Review your response
Before you send your message, re-read it to check for spelling or grammar mistakes, or run it through a grammar checker, and make one last comparison against the message you are replying to.
SUPPLEMENTAL TRAINING
ACTIVE READING
Step 6 – Send
Following these 6 steps will help make sure that you are avoiding the easy pitfalls that many representatives make in their haste to reply to a customer.
SUPPLEMENTAL TRAINING
ACTIVE READING
You're almost done... Let's practice!
SUPPLEMENTAL TRAINING
ACTIVE READING
Thank you!
"Keep training and keep learning until you get it right."