Active listening is a relevant professional competence in customer counselling. The e-training presents tips on how to activate one's own "curiosity mode" in order to gain information from the counterpart in conversations and avoid misunderstandings. Another key aspect of active listening is to pay attention to the gestures and facial expressions of the other person and to clarify unspoken issues early on in the conversation.
Managers in the distribution of insurance products
Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in the mediation or provision of advice.
Be able to use active listening as a method in conversation
Recognising the needs of the counterpart and ensuring a customer-oriented approach
Use active listening techniques to gain information.
Perceiving and addressing hidden messages
Be able to hear exactly what the customer needs to ensure a customer-focused approach