In a recent article, we discussed the importance of customer retention through effective handling of the customer complaints. We identified that strong active listening skills are important; indeed it’s often an area explored through role play on a quality customer service training course.

So what are the top tips for active listening skills?

Openness
It’s important to enter the dialogue with a positive mental attitude, which means focusing entirely on absorbing the important information. Leave out any pre-conceived notions.

Judgement
Resist making judgements too early in the conversation; be an information miner and don’t jump to any conclusions. Your goal is resolution, not making the client think the same way as you.

The Body
Make sure your body language is neutral and open. A huge proportion of our communication is delivered through our posture and gesture. Eye contact is probably the most important factor, but there are others.

Feedback
Although you don’t want to interrupt the speaker, give them physical verbal signs that you are listening and understand what they are saying.

Language
Listen out for key words or phrases from your speaker. By mirroring their language, you will increase their feeling of being empathised with.

Clarification
Do not be afraid to ask for clarification or for key points to be summarised. However, don’t put it in your words, with a spin on it – keep it simple, as they have presented it to you.