What is an example of active listening?

Active listening involves fully concentrating, understanding, responding thoughtfully, and remembering what is being said. Taking notes while talking to the customer exemplifies active listening because it demonstrates engagement and helps capture important details that may be critical for addressing the customer’s needs effectively. By writing down key points, the representative shows that they value the customer's words and are committed to understanding their concerns or requests thoroughly.

This technique not only aids in retaining information but also encourages a two-way communication process. The customer may feel more heard and respected, as the representative is actively documenting the conversation and showing attentiveness. This, in turn, can foster a better rapport and ultimately lead to more effective service.

In contrast, agreeing with everything the customer says does not truly reflect understanding or engagement; it can undermine genuine communication. Responding immediately without hesitation may sometimes indicate that a representative is not fully processing what the customer has said. Lastly, interrupting the customer can disrupt their thought process and lead to misunderstandings, which is contrary to the principles of active listening.