Customer Service 101: Active Listening

Listening and hearing what the customer is saying plays a big role in customer service. You know the customer service of a restaurant is bad when you've ordered for three large burgers and instead you get three large doughnuts. Customer service is bad when a representative from a company you're calling can't provide you significant information about their product or service.

Most customer service representatives (CSRs) fail miserably when it comes to listening and hearing what the customer is saying and is trying to say. Listening is not enough if you want to please a customer. You also have to hear what the customer is trying to say, and what the customer is not saying. Listening and paying attention to what the other person is saying makes or breaks a business deal, or a relationship.

If you are in the customer service industry, active listening is important. And to become a good listener yo have to practice in making an effort to listento not only what the other person is saying, but as well as make an effort to comprehend the whole message the customer is telling you.

Be attentive and pay extra attention to your customer carefully and do not be distracted by whatever is going around you. Do not create counter arguments in your head while your customer is talking to you.

Active listening is focusing on what your customer is telling you. If you allow yourself to be distracted while the customer is speaking, then you might miss out certain emotions and thoughts that the other person is trying to convey. Missing out on details will lead to confusion and misunderstanding.