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Listen
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As soon as you have identified yourself on the phone and asked if you can help, concentrate on listening. Don’t think about what you’re going to say next and avoid interrupting the customer.
You will avoid missing any information and any later confusion that this may cause.
It is also useful to have a pen and paper by the phone at all times to make a note of pertinent information. Reading your notes back to the customer will check your understanding of the customer’s requirements and will demonstrate to the customer that you have been listening and taking his need seriously. These notes will ensure that you don’t need to repeat the conversation unnecessarily.
Listening is very important; you have two ears and one mouth and use them in that ratio.
Click here to view a video that explains active listening