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Active listening

A key skill for customer service staff is active listening. This means:

Use the other person's name.

Let the customer explain the issue and pay full attention while they're speaking. Don't

interrupt, except for: (a) clarification questions and (b) occasional brief

summaries. These summaries show you're listening and are on common ground. Make written notes of key points If there is a problem, resist the urge to argue, defend or excuse. Apologize sincerely

and acknowledge any inconvenience caused. If the conversation is face-to-face, maintain good eye contact and an open body

posture (i.e. leaning slightly towards the other person).

User Scarl
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1 Answer

1 vote

Final answer:

Active listening in customer service is a vital skill that involves full attention to the customer, use of clarifying questions, nonverbal cues like eye contact and body language, and focusing on problem-solving over placing blame. It is crucial in building rapport and managing conflicts effectively.

Step-by-step explanation:

Active listening is a crucial skill for customer service representatives that involves paying full attention to the customer without unnecessary interruptions. This skill requires one to let the customer explain the issue while taking detailed notes, and not to argue or defend but to apologize and acknowledge any inconvenience caused. It's important to use the customer's name, make eye contact, and maintain an open body posture. Consisting of asking clarifying questions, providing brief summaries, and showing empathy, active listening helps in building rapport and understanding the customer's viewpoint without bias.

Additionally, active listeners participate actively in discussions, carefully choose their words to avoid inflaming situations, and stay calm while listening to the other side of the story. They also focus on solving problems rather than blaming and are resourceful in managing conflicts. By remaining respectful, a service representative can turn conflicts into opportunities for building stronger customer relationships. Excellent customer service also extends to internal interactions, such as with managers, where being professional, accountable, and actively participating in meetings plays a significant role.

Furthermore, it's important to express emotions, thoughts, and actively listen during conversations to ensure a positive working relationship. Utilizing nonverbal cues such as body language and facial expressions effectively also signifies active engagement. Overall, active listening is more than just hearing words; it's about understanding the complete message being conveyed.

User Dorr
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