How do you know your staff has poor listening skills?

They interrupt. They solve problems, but the wrong problems. They don’t ask questions that uncover underlying or real needs. They cause call-backs and re-work. They frustrate customers and cause escalations.

Why does active listening training often fail?

Everyone pays attention during training. They are focused. They prove they can listen. But, back on-the-job, the same barriers and distractions push them into their old habits.

What does Caras Training do that’s different?

We give them specifics to listen for. Your staff learns to de-code their contacts’ words and emotions, so they understand deeply what is needed. We customize a model for responding with empathy and asking useful questions to get to the heart of the needs. Your staff leaves with a powerful methodology for professional listening.