Final answer:
The least accurate statement about listening to customers is the idea that training in listening is usually ineffective. Effective communication and listening skills can be improved with training. Listening plays a crucial role in customer acquisition, retention, and overall business success.
Step-by-step explanation:
The statement that is least accurate about listening to customers is: "Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective." This notion is not accurate, as effective communication and listening skills can indeed be developed and honed with proper training. Businesses recognize that listening to customers is pivotal not just for individual transactions, but for long-term relationships and success.
Listening intently to customers not only aids in customer acquisition and retention, but it can also lead to increased sales and profitability, reflecting in the service excellence that becomes more crucial as economies become increasingly service orientated. For instance, companies that pay attention to the underlying emotion behind a customer's comment can tailor their services or products to better meet customer needs, while also valuing their employees by investing in ongoing training to sharpen their listening and service skills.
Thus, while having good listening skills is a highly prized asset in new hires, it is a myth that these skills cannot be effectively taught or improved. Therefore, investment in training for employees is essential for a business that values customer service and aims for success.