Active Listening
Active Listening is the ability to fully engage and comprehend a customer's concerns, showing empathy, and responding effectively. This includes paraphrasing to confirm understanding, minimizing distractions, and giving customers space to express themselves fully, thereby ensuring superior customer service and support.
Level 1: Emerging
At an emerging level you are beginning to master active listening in a customer support role. You subtly encourage dialogue, reflecting back the customer's words to confirm understanding.
Level 2: Proficient
At a proficient level you are able to actively listen to customers, demonstrating empathy and understanding their needs. You ask clarifying questions and provide appropriate responses to ensure customer satisfaction.
Level 3: Advanced
At an advanced level, you are able to demonstrate exceptional active listening skills in customer support & service, showing empathy, understanding, and efficiently resolving issues by truly hearing and addressing customer concerns.
