hi everyone this is your contact center coach here to talk about the number one skill you need in
order to be great at any job active listening in this video we'll talk about what active listening
is why it's important and i'll give you eight steps for improving that you can put to work
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in our previous videos on soft skills we discussed communication empathy handling angry customers
and tone of voice you can view those videos using the link above or in the description
below in this video we're just going to focus on the number one skill you need as a contact center
agent active listening so why is active listening the number one skill you need
because everything else you do depends on this after all people don't call to be talked to
they call to have you listen to them and then respond appropriately the problem is that
most people listen to reply and only listen to understand after we realize something's gone wrong
in fact it's common to want to offer a solution before completely understanding the issue
and how can you really give someone your full attention if you're busy plotting your next move
that's why active listening is so important but what exactly is that
well there's two types of listening passive and active passive listening
is like listening to music or watching tv we're interested but may be distracted or
not really interested enough to respond we might agree but we're doing so in a non-responsive way
in active listening we listen to understand what the other person is saying by showing
interest by paraphrasing or repeating back what you understand or by asking clarifying questions
we also empathize and listen for feelings that help us understand the appropriate tone
of voice to use when responding but there are barriers that can get in the way of listening
like multitasking trying to complete work from a previous call while on a new one excessive talking
where the customer rambles on and on and you just sort of mentally check out emotional triggers
when someone uses upsetting language causing you to be upset
or inattention caused by clock watching for your next break or the end of your work day
a few more barriers to be aware of are making assumptions you may be way off which can lengthen
the call and cause the situation to escalate if the caller is being disrespectful or if you had a
negative experience on a previous call this could definitely interfere with your ability to listen
sensory issues like noise can really impact your ability to hear and to understand a call that has
a strong accent or a different manner of speaking can really make it hard for you to understand
bringing personal issues to work can cause you to be distracted short or impatient so
what can you do to improve here's eight steps you can take to improve your listening skills
first stay focused give the caller your full attention removing any barriers that might get
in the way don't try to speed things along just listen and of course never interrupt
don't jump to conclusions because you might be wrong
even if you are right it gives the call the impression that you're trying to hurry them along
rather than giving them the full attention they want and deserve take notes this allows you to
circle back when you get a chance rather than interrupting ask questions there's simply no
better way to demonstrate your actively listening than by asking thoughtful open-ended questions
provide verbal cues like uh-huh ok or i see during the call this tells the caller
i'm listening to you just be careful not to overdo it and of course avoid interrupting
if the caller is positive and upbeat reflect back by expressing the positivity they're feeling
if they're unhappy or angry tell them you understand that they're frustrated or upset
this acknowledges their feelings and demonstrates empathy about what they're experiencing
finally summarize by repeating back what you've heard
this solidifies your understanding of the call confirming for the caller that you're listening
allowing them to make any corrections that are needed these are eight steps you can
put into play right away that will make you a better contact center professional
i do hope you found this video helpful if so please subscribe like and comment below we'd
love for you to share your thoughts or ideas with other professionals like yourself and don't forget
to check out some great training programs through the link in the description below well that's
all for now this is your contact center coach saying game over thanks for taking the time to
make yourself a better player for your company and for your customers now go out there and be great