Importance of Good Listening Skills

Click here to see a video that explains the five ways to listen better.

Call centre agents who engage in effective listening behaviour will increase customer satisfaction and loyalty.

Effective listening allows the caller to feel acknowledged, promotes cooperation and reduces misunderstandings. They can drastically change how your call centre agents interact with your customers and how your customers view your company.

It is therefore critical that effective listening behaviours are encouraged, monitored and enhanced in call centre agents.

Listening is a skill that can be developed with proper training and practice. They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative.

Active listening is the foundation of effective communication. Behind every customer call is a real person, looking for guidance or a solution to a problem. It’s critical to engage in active listening in order to make that person feel truly heard, understood, and served. Here’s why active listening is one the best communication tools every customer service call centre representative should master.