In customer service, communication with the customer is crucial. A customer often has a question, problem, or comment, and as a customer service representative, you aim to assist the customer as effectively as possible. Therefore, it’s incredibly important to listen to the customer. Only when you truly listen can you understand the customer and offer the best solution. The result is a satisfied customer who extends their good experience with your customer service to their overall opinion or feeling about your company. It’s high time to elevate your communication skills or those of your customer service staff. Start practising active listening.
Understanding the message clearly
Active listening requires focus and concentration. You will need to set aside your opinion (temporarily) and fully concentrate on what is being said, rather than passively hearing the speaker's message. But how do you do that? Use the tips below!
Active listening: nodding and humming
Use verbal and non-verbal cues to show interest and encourage the speaker to continue talking. Consider maintaining eye contact, nodding and smiling, or saying ‘yes’ and ‘hmm-hmm’. These expressions make the other person feel at ease, which is crucial for the customer when they are in conversation with your organisation. Even on the phone, it’s good to express non-verbal signals, even if the other person cannot see you. Some non-verbal signals are (unconsciously) noticeable over the phone.
Active listening: allowing silences
Active listening goes hand in hand with patience: often the speaker will need a moment to think. Accept these silences! Give someone the space and time to explore their thoughts and don’t jump in immediately with your own story or judgement. Stay neutral and keep your attention on the other person and their message, without judging.
Active listening: asking questions
Once you think the other person has finished speaking, you can ask relevant questions. Not only does this show understanding and receipt confirmation, but it also gives you extra information about the other person's situation.
For example:
‘You say …; what exactly do you mean by that?’
‘Can you tell me more about …?’
Active listening: summarising the message
Next, you can summarise the message in your own words and give the other person the opportunity to clarify their story. This not only ensures you know exactly what is going on, but it also gives the speaker the feeling that you are doing your best to understand them. For example:
‘If I understand correctly, you mean …, is that right?’
‘You would prefer that …, is that correct?’
Active listening: conclusion
In customer service, good listening skills are important. By actively listening, you can ensure a good customer contact experience, even if you can't immediately find the right solution for the customer. In summary, you can use the following tips to listen actively:
Use verbal and non-verbal signals like eye contact, nodding, and saying ‘yes’.
Let the other person finish speaking.
Ask questions to clarify the story.
Summarise the message in your own words.
