Customer support is an extremely dynamic concept that has several aspects to it. There are many
qualities that customer support executives must possess. One of the crucial ones among them is
active listening skill. This means you have to go beyond the mere use of words and uncover the root
issue of the situation. Every such interaction with the customer contributes to the future of the
company-client relationship. Surveys reveal that there are several companies in the same industry
offering similar kinds of products. In some cases, the price range is also the same. Customer
support is the only deciding factor that drives the direction of the customer acquisition and
further engagement.
Active listening is the first step towards customer support since you need to know clearly what the
customer desires. It is a practice that should be a part of the work culture in this industry. With
changing times, customer expectations also keep on evolving. You have to be up to date with the
latest ones to know how to tackle the issue. But without active listening, all efforts will be
futile.
How can you practice active listening on a daily basis? How can you incorporate it as a part of the
workflow management? Here are some simple guidelines to help you master the art. Read on to know
more.
1.Never Interrupt in Between:
This is the first and the most important point when it comes to mastering the skill of listening. If
you do not know it yet, then keep in mind that each time you interrupt the flow of the customer, it
comes across as a turn off to them. The customers usually turn to the customer support team when
they are facing an issue. Hence they might have a lot on their plate. Sometimes they might forget
certain things in between.
Make sure that you never intersect this flow of words. As a customer support executive, you need to
pick out the key issues and address them later. Let your clients complete their entire explanation.
In case you need to ask them again about something you missed, do not cut their lines in half. Do it
only when you get a gap. Asking the customers questions in between their explanations could confuse
them even further and turn them off.
2.Acknowledge their Views:
The customer needs to feel valued when they come to you for support. It does not matter if the
situation is too complicated or too simple. You need to acknowledge their issues with equal
compassion and empathy. Do not forget to put in words of clarification like “okay”, “I hear you” in
between the lines. That is the way of letting them know that you are actively listening to each
query of theirs.
You should also take note of any issues that need further information to get clarified. Once the
customer is done with their views, you must pick up those points and clarify them according to the
requirements. Try to be more lucid in your language when you communicate with them regarding these
issues. Do not make the situation even more complicated by using technical terms if the customer is
not comfortable with it.
3.Avoid any kind of Confusion:
Always remember that the customer is in distress when they come to the customer support team for
assistance. So make sure that you are following each and every word they say. That is one of the
most important outcomes of active listening. They will approach the customer support executives with
a range of problems. After you have identified the key areas of problems, you should address them
properly.
In case there is some preliminary help that you can offer over the phone call, you can explain it to
them clearly. But if you need to know about some other conditions involved, then you should repeat
any possible area of confusion after them. Make them understand in a simpler language what you have
understood. Next, you can let them know what can be done over the phone. If the issue is still not
resolved, you should take the problem to the higher authorities and take appropriate actions
according to the company policies.
4.Follow Up:
Following up with the customer should be done frequently after the issue has been resolved. Get in
touch with them to know if they are using the product comfortably now. It can also help the company
to ensure customer success. Ask for
their feedback regarding the handling of the situation. This will make the customer feel valued at
your company. But you must use those points to improve your products or services as well.
Client testimonials matter a lot when it comes to expansion of business. When an existing customer
is happy with your service, they are more likely to recommend it to others. Good referrals will help
the sales team with qualified leads and ultimately contribute to the growth of the company. But it
all starts with proper active listening skills. So make sure you handle it well.
5.Be Calm:
This is another important point of active listening that you must follow. Even if the customer is
too excited with the issue at hand, you must stay calm and listen to them carefully. This will help
you to filter out all the unnecessary things that might not be related to the query. It will
automatically boost the customer’s confidence in your problem solving skills. So make sure you do
not get too flustered with the problem, no matter how complicated it might be.
Let’s take an example here. The client is trying to get a job done using one of the features in the
product but is not being able to do it. You have to understand that the ultimate goal of the client
here is to get the job done. You can only get to know that if you are calm enough to identify the
goal. Instead of explaining complicated technical sides, you can guide them with the other features
which will help them to get the work done.
Hope these tips will help you to master the art of active listening. What practices do you follow to
get the work done? Share them with us in the comment section below. For more updates on healthcare,
technology and management, subscribe to our blog. Do not forget to follow us on Facebook, Instagram,
LinkedIn and Twitter for regular updates.