What is active listening and why is it important?

Active listening isn't just about “being on the receiving end.” It means actually understanding what the customer is saying (or what they mean by that) and responding in a way that moves the conversation to its goal.

The main benefits of active listening:

• The customer feels respected and heard.
• Better understanding leads to faster problem solving.
• Increases your professionalism and customer confidence in your abilities.
• You build a stable and positive relationship with the customer.

Practical Active Listening Techniques

1. Encouragement

One of the key methods of active listening is to encourage the customer to keep talking. Let him know that you are interested and that you are listening to him without evaluating or interrupting.

How to do that?

• Use questions like:
  • “Can you tell me more about this? “
  • “How did this happen? “
  • “What exactly led you to do this? “
• Change the tone of voice so that it seems curious and friendly.
• Avoid neutral responses like “aha” or “hmm. “

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2. Clarification

If the customer is not completely clear, or if you feel that some information is missing, try to analyze the situation in more depth.

How to do that?

• Ask questions like:
  • “When did this happen? “
  • “What do you think about it? “
  • “How do you see it from your perspective? “
• Correct misinterpretations or assumptions, but always with the customer in mind.
• Encourage the customer to explain the situation further.

3. Paraphrasing

Showing the customer that you really heard them and understood them correctly is crucial. Paraphrasing will also allow you to clarify whether you have understood the message correctly.

How to do that?

• Retell what the customer told you in your own words:
  • “So if I understand it well, the problem is that...”
  • “You mean you wish it worked out like this...”
• Summarize the key points of the call so that the customer knows that you are on the same wave.

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4. Mirroring emotions (reflection)

It is important not only to understand the words, but also the emotions of the customer. This technique will help you show empathy and understanding.

How to do that?

• Express understanding for the feelings of the customer:
  • “Looks like it really upset you...”
  • “I can feel in your voice that you're sorry...”
• Help the customer to rethink their emotions and move on.

5. Summary

At the end of the call, repeat the key points that were said during the conversation and confirm that everything is in order.

How to do that?

• “So to sum it up, you're saying that...”
• “I want to make sure I haven't forgotten anything, so...”

Obstacles to active listening

Listening can sometimes be difficult, especially when:

• You think faster than the other person speaks. This can seduce you to your own thoughts.
• You have a prejudice against the speaker. This can happen if the speaker uses words or speeches that arouse personal emotions in you.
• You are a distraction. Disturbing environments, fatigue, or multitasking can greatly reduce your ability to listen.

Tips for Better Listening

1. Provide a peaceful environment. Avoid distractions and concentrate fully on the call.
2. Do not interrupt. If you do not understand something, ask only when the customer agrees.
3. Maintain natural eye contact. When making video calls, look into the camera, not elsewhere.
4. Ask questions. If you are not sure if you have understood something correctly, do not hesitate to verify the information.
5. Give feedback. Nod your head, change facial expressions, or use short verbal responses like”I understand“or”I understand. “

Conclusion

Active listening is an essential skill that will help you as an operator to cope with challenging situations. Not only will you have a better understanding of customer needs, but you will also facilitate your work and increase satisfaction on both sides.

What about you? Do you begin to perceive more than just words during your next call?

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