active listening in customer service

• Research finds that 60% of business problems can be attributed to poor communication
• Active listening is important in customer service because behind every customer call is a real person looking for guidance or a solution to a problem. Engaging in active listening makes the person feel truly heard, understood, and served
• Actively listening means asking follow-up questions to reassure someone that you’re really listening
• Customers want to be truly heard and understood
• Customer service representatives who truly understand effective communication know that each customer call needs time and customers shouldn’t be rushed
• Active listening


  Being totally focused on the words that the customer is saying, understanding what those words mean, and responding in a manner that validates what they’re saying
• Humans are able to actively listen to 125 to 250 words per minute but can think about words at a rate of 1000 to 3000 words per minute
• The more empathy you have with your customers, the more they will value their relationship with you and the products and services you offer
• The more empathy you have with your customers, the more they will value their relationship with you and your products
• Offering the option of receiving a call-back allows customer service reps to take their time with calls and makes customers feel valued
• Asking follow-up questions keeps the conversation alive and makes customers feel they are being given the time they need to voice their concerns and ask questions
• Phone calls are still the consumers’ preferred method of contacting customer service
• Real people at customer service call centers offer a personal touch and interaction for consumers
• Actively listening is the key to effective communication
• Benefits of giving customers the option of receiving a call-back

  • Allows customer service reps to take their time with calls
  • Makes customers feel valued and that their time is respected
• Tips for Better Active Listening in Customer Service

  1. Focus on what the customer is saying, rather than what you’re going to say in response

  2. Focus on the customer's tone of voice, body language, and facial expressions

  3. Don’t interrupt

  4. Give the customer your full attention and avoid multitasking

  5. Take quick notes without being distracted

  6. Occasionally repeat what the customer has said back to them

  7. Don’t take customer frustration personally

  8. Check frequently that you are collecting the right information and understand the issue correctly

  9. Take action to fix the issue later
• Ways to not rush a customer call

  • Give the customer the option of receiving a call-back
• Having real, authentic conversations with customers keeps them engaged and coming back
• Importance of active listening in customer service

  • Fosters understanding and empathy
  • Critical in situations where customers are upset or frustrated
  • Helps customers feel truly understood and taken care of
• Developing and using active listening in customer service calls can lead to winning loyal customers