I am a Customer Service Agent and I was reading about some of its techniques. Can you help me understand the active listening technique?

The active listening technique is simply concentrating and focusing all your senses to what the speaker is talking about. The speaker is the one doing the talking while you listen attentively and patiently. However, as a listener you can use some verbal and non verbal cues or signs (Ex. maintaining eye contact, nodding, smiling, agreeing by saying yes or no). By doing this you are letting the speaker know that you are interested and completely understand him or her. It will make the person more relax and ease talking to you. Remember, in learning we need to listen carefully first to understand what the teacher wants us to know. 

firest you shold listening  and answer after customers s speaks and never cut his talk thats makes customer listening to you too and accept your answer with thanke

It requires that the listener fully concentrate, understand, respond and then remember what is being said.

The best thing one can do is keep silent and concentrate on what is been said, relate it and process it.

golden rules of listening:

listening build trust

Listening reduces tensions and defensiveness on the part of customers who releaise they are not goining to be pushed into purschase product through force of words

listening builds self esteem for customers

give them short verbal feed back

dont intrupt between conversation

avoid distraction

show interest in thieir converstaion

 

Summarise whatever you listened

Avoid arguments

 

Custmer survey is the first step to reach your issues and understanding your issues , then.analyze your topic isuues , then follow up the golden rules and communicate with your team.

1. Engage Fully: Give the customer your undivided attention, focusing entirely on their words and needs.

2. Empathize Deeply: Put yourself in the customer's shoes and seek to understand their feelings and concerns.

3. Listen Attentively: Pay close attention to both the words and emotions conveyed by the customer, using active observation.

4. Suspend Judgment: Avoid forming opinions prematurely and remain open-minded to the customer's perspective.

5. Acknowledge and Affirm: Provide verbal and non-verbal cues to indicate that you are actively listening and understanding.

6. Clarify and Confirm: Repeat back the customer's statements in your own words to ensure mutual understanding, and ask clarifying questions if needed.

7. Respond Thoughtfully: Take time to formulate a considerate response that addresses the customer's concerns and needs effectively.

Listening is an important part of communication.If you are a good listener then you may be able to understand the customer in a apt way.So to be a good listener you have to have a sufficient patience.You should allow your customer to speak in order to understand his needs it can be achieved only when you allow him to express uninterruptedly and summarise at the end of sales dialog what has been discussed and seek concurrence from customer at teh end of sales Dialog what all has been discussed has been understood well and addressed well.