What is meant by "active listening" in customer service?

Active listening in customer service refers to the practice of fully concentrating on the speaker, which in this context is the customer, and understanding their message, as well as responding appropriately. This approach involves more than just hearing the words being spoken; it requires engaging with the customer on a deeper level. Active listeners demonstrate that they value what the customer is saying by maintaining eye contact, using affirmative gestures, and providing thoughtful responses.

This skill is crucial in customer service as it fosters trust and rapport, helping to clarify the customer’s needs and emotions. By understanding and validating these feelings, a customer service representative can provide more effective solutions and enhance the overall customer experience.