If the customer is explaining what he/she is experiencing, 10 active listening skills for call center agents 1. Actively show that you’re tracking what your customer is saying. Using statements such as “I see,” “I understand,” etc. Following your customers statements with tracking statements lets them know you’re following what they’re saying. 2. Never interrupt. Don’t interrupt your customers when they’re talking unless you’re just acknowledging with tracking statements. But never cut them off or interrupt them as they’re voicing their concerns. 3. Demonstrate concern. Empathy is one of the top traits that customers want when speaking to a contact center agent. Being an effective listener also means you should be empathetic and understanding of their issue(s). 4. Avoid distractions. In today’s world it can be easy to become distracted. However, when working to resolve a customer issue, you’ll want to avoid distractions at all costs. 5. Repeat and/or paraphrase. Show customers that you care and are being an active listener by repeating and paraphrasing what they say, so they know you understand. 6. Ask questions. Part of being an effective listener means asking questions so you can get to the bottom of the issue, and how you can help resolve it. 7. Avoid arguing or becoming defense. Upset customers will naturally try and take it out on you. It’s important that you listen to their issues and refrain from arguing or becoming defense. 8. Build trust. As you speak to customers make sure you use an empathetic and friendly tone.
