Customers Want to Truly be Heard and Understood

Vocalising our thoughts and feelings, regardless of our gender, is an innate part of our human experience. In fact, we even have a vocalisation protein in our brains! As humans, we listen to far fewer words than we think. On average, humans are able to actively listen to 125 to 250 words per minute but can think about words at a rate of 1000 to 3000 words to per minute.

So, even though listening actively may be a challenge, it’s critical to providing a great customer service experience. In fact, research finds that 60% of business problems can be attributed to poor communication. And, since phone calls are still the consumers’ preferred method of contacting customer service, exercising the skill of active listening will reap valuable returns for any organization.