Customer service can be a part of sales training or soft skills training. Whichever heading it comes under, it is a vital part of business especially during tough economic times.

Customer service includes much more than simply acting as the interface with the customer. If handled properly by skilled staff it can be the key to customer relationship management and retention.

One of the key areas is something known as active listening. This includes behaviour that demonstrates that the company is ‘on the same page’ as their customers.

We all want to be heard, but a good customer service representative is able to suppress this particular urge. Rather than spending their time formulating their thoughts and working out how they can present their opinions most effectively; they make do with an inner monologue. This means that they are free to listen attentively whilst making appropriate noises and popping words into the conversation to show that they are following the customer’s train of thought.

Active listeners often repeat key messages received back to the client, or person they are dealing with, to make sure that the essential points have been understood. Of course, that doesn’t mean you have to agree with everything, but it does give you a framework for minimising misunderstandings.