KEY FACTS - Listening skills

Key Fact: Listening is as important in customer service as it is in sales, and effective customer service advisers are the ones who demonstrate active listening skills.

• Our sales research has identified the importance of being able to link solutions back to customer needs, and the same is true in customer service.
• Clarification is key – checking that the customer has understood what’s been agreed in the conversation avoids the chances of misunderstandings further down the line.
• Showing that you’re listening helps to create a conducive climate for the call – trying to interrupt a customer in full flow, especially when they are complaining, does not help resolve problems.

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