Have you ever wondered what turns good customer service into an unforgettable experience? The answer might surprise you – it’s not just about what you say, but how well you listen.
Active listening isn’t just a skill—it’s an art. Our team at AnswerPlus has mastered it through countless conversations. Every day they use active listening to turn challenging calls into opportunities for connection and first call resolution.
In this blog, we’re sharing our wisdom from the front lines to help you elevate your customer service game.
1. Be Present.
If you want to actively listen, Leah suggests the first step is to create a distraction-free environment where you can maximize your focus. Silence your notifications, close the unnecessary tabs, and give the caller your full attention. Being present allows you to pick up on subtle cues, ask more thoughtful questions, and truly understand the caller’s needs.
Like mindfulness, actively listening is a full-body experience. Sit up straight, lean in slightly (even if the caller can’t see you), and nod as you listen. These physical cues help keep your mind engaged and signal to your brain that this conversation deserves your full attention.
Takeaway: But being present goes beyond just eliminating distractions. It’s about mentally committing to each call as if it’s the most important task of your day.
2. Engage through Empathy.
Melissa uses active listening to empathize with callers and ensure they feel heard. She shares an example of a call she answered recently during a heatwave when a distressed caller reported uncomfortably hot hallways in her apartment building. “I reassured her by acknowledging the extreme heat and sharing that I, too, live in an apartment building and have felt the discomfort of those hot hallways and elevators.”
This simple act of empathy made a noticeable difference. “Although I couldn’t solve her problem immediately, she knew that her concerns were taken seriously and that others shared her experience. I could hear how her tone from the beginning of the call had shifted from distress to calm.”
Takeaway: Don’t just listen to the words—tune into the emotions behind them. Share relatable experiences when appropriate to build a genuine connection.
3. Unleash Your Inner Note-taking Ninja.
Amy and Kim F. both emphasize the importance of note-taking during calls. “Active listening takes practice,” Amy shares, “but being able to jot down key details when the caller starts talking really helps.” Why?
Instead of trying to remember every detail, you free up mental space to truly listen. “It allows you to focus on what the caller is saying instead of looking ahead to your script.” Explains Kim. “Sometimes callers speak quickly or have audio quality issues. If you don’t catch everything in detail, making a general note like ‘Name’ or ‘Address’ reminds you to verify it later.”
Takeaway: Developing a quick note-taking system can help you capture the core elements of the conversation that will help you best serve your caller.
4. When In Doubt, Spell It Out!
When you’re unsure about something, remember Michele’s simple and effective mantra: “When in doubt, spell it out! Don’t hesitate to ask for clarification. This shows the caller that you’re actively listening and committed to getting the details right.
When capturing important info like customer names, email addresses or order numbers, say each character as you type it. This allows the caller to catch and correct any mistakes in real-time. Similarly, most miscommunication can be avoided by restating what was said in your own words. By taking a few seconds to check your understanding, you ensure you and the caller are on the same page.
Takeaway: Don’t be afraid to double check difficult words and tricky spellings. After hearing important information, take a moment to restate it in your own words. Ask for clarity if necessary.
5. Practice Patience.
Andres, understands that patience is not just a virtue—it’s a crucial component of active listening. He approaches challenging calls with patience by putting himself in the caller’s shoes.
This simple mindset shift can make all the difference in how you handle each interaction. Instead of jumping to conclusions or interrupting with your own thoughts, active listening requires patience to grasp the caller’s perspective. Listening without judgment is key. It allows you to absorb information without filtering it through personal biases.
Takeaway: Listening without judgment and resisting the urge to interrupt can help you respond more appropriately. When you’re not rushing through the conversation, you can zero in on the caller’s tone, emotions, and the true motivation behind their call.
6. Show You’re Listening.
Lisa knows that active listening is especially important over the phone. When customers don’t have visual cues like body language or facial expression, verbal acknowledgements show them you’re paying attention. A simple, “I understand” or “I’m sorry to hear you’re experiencing this” can go a long way.
When a caller has reached out before, acknowledge their previous interactions. “It shows continuity and demonstrates that you remember their issues,” Lisa explains. “Which can validate the caller’s experience and make them feel important.” Similarly, addressing the caller by name throughout the conversation proves you’re fully engaged and paying attention to them as individuals.
Takeaway: Acknowledging the customer, their feelings, and their journey shows them you’re not just processing information but truly listening to them as unique individuals with specific histories and concerns.
7. Tailor Your Tone of Voice.
Kim Z. shares that active listening isn’t just about your ears—it’s about your voice too. “Make sure they hear the smile in your voice – or the empathy, depending on what is needed.” she explains. It’s true! let callers hear the warmth in your voice. A smile can be heard, even if it can’t be seen.
Whether it’s a positive interaction or challenging situation, Keep your voice steady and composed, regardless of the caller’s emotional state. Your calm can be contagious. Kim adds, “Staying calm and collected can help you just as much as your caller.”
Takeaway: By consciously tailoring your tone, you’re not just passively receiving information—you’re actively creating an environment where callers feel heard and understood.
8. Respond Appropriately.
Active listening is about responding in a way that shows genuine understanding. Gina keeps a few sticky notes with key phrases ready for specific situations, so she doesn’t have to scramble for the right words.
For instance, when a caller shares a loss, she can immediately offer sincere empathy with, “I cannot even begin to imagine how difficult this must be for you.” Similarly, when someone states they’ve been a long-time service user, she expresses gratitude with, “Thank you for being a valued customer; we truly appreciate your business.” This not only makes Gina sound more composed and professional but also allows her to tailor her responses to each caller’s needs.
Takeaway: Prepare a few phrases for different scenarios and keep them handy. This practice will help you respond with empathy and confidence, ensuring your callers feel valued and heard while you focus on truly understanding their needs.
9. Listen with Intent to Understand, Not React.
How many times have you caught yourself formulating a response while the customer is still speaking? Our dedicated trainer Krista knows it’s a natural instinct. We want to be helpful, to have the answer ready. But, when we do that, we’re not truly listening, we’re reacting.
That’s why Rule #1 of Active Listening 101 at AnswerPlus is to listen with intent to understand, not react. Krista shares a handy framework of what that looks like in practice:
- STOP. This is your cue to hit the pause button on everything else. When that call comes in, put aside your distractions.
- PAY ATTENTION. Tune into the caller’s tone and their reason for calling. Are they frustrated? Confused? Excited?
- THINK. This is where the magic happens. Put yourself in the caller’s shoes and tailor your response and tone accordingly.
- PARAPHRASE. Repeat the situation back to the caller in your own words. This isn’t about parroting, it’s about checking both of your understanding.
- THANK THEM. Express gratitude for their information and confidently outline the next steps. This shows that you’ve not only listened but that you’re ready to act on what you’ve understood.
Takeaway: Adopt a systematic approach to active listening during your customer calls. When you listen with the intent to understand, your responses will be more thoughtful, your solutions more accurate, and the overall experience more satisfying for both you and the caller. Intentional listening improves the quality of your service and leads to better problem-solving- a win-win for everyone.
About The Contributors
- Melissa P., CSR – 1.5 years at AnswerPlus
- Gina H., CSR – 3 years at AnswerPlus
- Kim F., Trainer & QA Specialist – 22 years at AnswerPlus
- Amy F., CSR – 24 years at AnswerPlus
- Leah C., Supervisor, 9.5 years at AnswerPlus
- Lisa W., Assistant Manager – 3.5 years at AnswerPlus
- Michele M., CSR – 3 years at AnswerPlus
- Kim Z., Assistant Manager – 22 years at AnswerPlus
- Andres M., Assistant Manager – 4.5 years at AnswerPlus
- Krista D., Trainer – 29 years at AnswerPlus