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Active Listening - Acorn PLMS Skip to main content

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.

Where is this capability used?

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Customer Support & Service