An Essential Customer Service Skill – Listening for Understanding


Mature communicators will listen with active interest!

In order to listen with active interest, there are four key essential elements you must use to listen for complete understanding of your customer.

All these elements help ensure you hear your customer and let’s your customer know you are hearing what he or she is saying.

  • Pay attention. 
Give the customer your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly.
  • Show that you are listening by providing feedback.  
Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said.
  • Defer judgment. 
 Interrupting frustrates the customer and limits full understanding of the message.
  • Respond Appropriately. 
 Active listening is a model for respect and understanding. You are gaining information and perspective.


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About Jack Dempsey

Jack Dempsey, CEO, heads Pretium Solutions’ Customer Experience & Sales Area focusing on Customer Loyalty, Brand Loyalty and Customer Retention Strategies. He directs Pretium’s revolutionary customer loyalty program, the Golden Touchpoint™. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company’s success with its customers and the most profitable customer service outcome.

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