12 Days of QCSS - Day 11
Published on 14 December 2017
Active listening is essential for effective communication, especially when all conversations are happening over the phone. Active listening helps you understand the customers’ needs and shows that you are willing to help them sole any problems.
Always allow the person on the other end of the phone to talk without interruption so that you don’t come off as rude. Also, you should ask clarifying questions when necessary.
Before beginning the problem-solving process, summarize the main point of the conversation. This will tell the customer that you were actively listening to what they were saying. Another reason that you should summarize the main point of the conversation to the customer or client is because if you missed something, they will be able to correct you.