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Terri Lonowski
Founder, Soulful Listening, United States
Terri is the founder of Soulful Listening. She has served as the chair of the American Counseling Association Foundation & State Workforce Investment Board. She devotes her wisdom & energy to healing the communication divide in relationships.
Tricky workplace situation handled
By this mentor in various human skills
1
- LORRY is a loyal customer and not addressing her concerns puts her continuing as a customer at risk. Blaming the courier is a huge mistake and very immature and lacks empathy for the customer's view point.
2
- They could check into the courier's practices and resolve the issue there or seek another provider. Reassure the customer that they are valued and send another replacement product or offer a credit. Improve their responses and correct the broken part of their complaint process.
3
- Marginal Listening Evaluative Listening Active Listening
4
- Tune in and politely listen to understand Ask quality, clarifying questions Concentrate fully on the customer Never interrupt
5
- I have developed an entire body of work called Soulful Listening™ which includes 5 elements, resulting on connecting and communicating in an evolutionary way. One of the major components involves active listening and I would draw upon my vast personal and professional experience to bring this to life.
