Active Listening Tips

How to practiceActive Listening

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Pay Attention to the Customer

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Don't Interrupt

Give Affirmative Feedback

Paraphrase and Verify

Ask Follow-Up Questions

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It sounds obvious, but pay attention. Concentrate on what the customer is saying—and not saying. Avoid filling in the gaps with what you assume they mean. Experiences may not be unique, but customers are.Also, put yourself in the customer’s shoes by empathizing with their emotions. What’s their tone? Do they sound upbeat, angry, or sad? And, if you’re talking face-to-face, take note of body language and facial expressions.Tip: Take brief notes. That can help center your attention on the speaker. Plus, if you need additional support or want to revisit the interaction, you’ll have a convenient reference sheet.

When you have a lot of experience—or not a lot of time—you might be tempted to interrupt customers or even finish their sentences. But if you don’t allow someone to express their whole thought, you’ll miss part of the message. Also, the customer might feel like you don’t value what they’re saying.No one likes to be interrupted. Practice patience, don’t draw conclusions, and avoid arguing if you disagree. Let the customer vent and get through the points they want to make. You’ll have your chance to respond later.What if you don’t understand? If you don’t understand a customer, wait until they pause before speaking up. Then, ask a clarifying question. For example, “I’m not sure I understand. Could you talk me through that one more time?” Once the customer responds, thank them for the extra details: “Thanks for clarifying. That makes more sense to me now.”

Give customers affirmative feedback to indicate that you’re tracking the conversation. Affirmative feedback isn’t necessarily agreeing with a customer. Rather, it signals: “Yes, I hear you. I’m paying attention.”Give affirmative verbal feedback with phrases like: “Right,” “I understand,” “I see,” “Yes,” “Uh-huh,” and “Go on.” And, if you’re interacting in person, add some nonverbal cues. Signal you’re paying attention by sitting or standing upright, facing the customer, and making frequent eye contact. Nod your head occasionally, and match your facial expression to the customer’s emotion. Smile if the customer is upbeat and show concern if they’re upset.Tip: Even if you’re on the phone, try offering some nonverbal feedback. Many reps find that sitting upright and nodding improves their listening skills.

How can you make sure that you’re understanding—and not just hearing—a customer? Try paraphrasing essential information and verifying that you have the correct details. Paraphrasing a customer’s message also demonstrates that you’re attentive and care about their needs.After a customer finishes speaking, summarize what you understand. Keep your summary short by paraphrasing periodically throughout the conversation. Try one of these opening phrases: “As you were saying…” “I understand that you…” “I want to verify that I heard you correctly…” “You mentioned that you…” “What I’m hearing is…” If you’ve understood correctly, the customer will confirm. If not, the customer will have an opportunity to clarify so that you’re on the same page.

Finally, a customer won’t always tell you everything that’s happening. To comprehend their message fully, drive the conversation by asking short follow-up questions. As a bonus, follow-up questions also reassure customers that you’re interested in what they’re saying.After a customer finishes speaking, ask a mix of closed- and open-ended questions to improve your understanding:

• Closed-ended questions: Think of these questions like a multiple-choice quiz. They have a limited number of possible answers—which helps if you need a concise, straightforward answer. For example, “Is your computer on right now?"

• Open-ended questions: When you ask broad, open-ended questions, customers have unlimited response options—which helps if you need a customer to drive the conversation or give an in-depth answer. For example: “What happens when you refresh the page?”