Question

what are the listening techniques while a customer is making/ giving feedback/ complaint a CSA should have/do

Answer 1

Listening techniques for CSAs when receiving customer feedback or complaints include active listening, empathy, and summarizing/paraphrasing.

Step-by-step explanation:

Listening is an essential skill for customer service representatives (CSAs) when receiving feedback or complaints from customers. Some important listening techniques for CSAs include:

1. Active listening: Engaging with the customer and giving them your full attention. This involves nodding, maintaining eye contact, and providing verbal cues to show that you are actively listening.
2. Empathy: Understanding and acknowledging the customer's emotions and concerns. Reflecting their feelings back to them can help create a sense of understanding and trust.
3. Summarizing and paraphrasing: Restating the customer's feedback or complaint in your own words to show that you understand their message. This helps avoid misunderstandings and ensures that you have accurately captured their concerns.

By using these techniques, CSAs can effectively listen to customers, gather information, identify the root cause of the problem, and provide appropriate solutions or assistance.