ATI-Mirage Blog

The secret to great customer serviceThoughtful lady with hand under her chin

Posted by Kathi Rogers | Learning & Development Consultant on 10 October 2019.

Without customers, businesses wouldn’t exist. Everyone who has ever worked in a customer service capacity knows the varying demands customers have. From time to time we can find ourselves with a customer service challenge. Maybe something went wrong? Product wasn’t delivered on time? Expectations haven’t been met? Or maybe there was a billing issue? Whatever the problem, it’s important to fix it and keep your business running.

Listening is a crucial part of customer service interactions, so why is listening the most under-utilised skill when dealing with customers?

Listening is the foundation of any effective customer service interaction. It is one of the most powerful tools available for turning a negative experience into a positive one. Research has shown that both people in a conversation feel better when they realise that the other party is engaged in active listening. This means active listening has the potential to increase satisfaction for both customers and employees.

Improve your customer service with four simple tips:

Stop talking and listen

It is impossible to truly hear someone when we are too busy talking. Keep quiet and listen to what they have to say before responding. 

Use active listening techniques

Maintaining eye contact and matching body language are active listening techniques that signal you're engaged in the conversation. Over the phone, let them know you're listening rather than staying silent. If you are taking notes, tell them, on the phone they won't be able to see it for themselves.

Let customers describe how they want their problem resolved

When a customer is explaining what went wrong and what they expect, they provide options for you to fix the issue. Reading between the lines of the conversation and determining exactly what it will take to “wow” them and win them back is important.

Summarise your understanding of the situation before taking action

This provides an opportunity to gather all the information we need to prevent miscommunication. It shows the customer you’re invested in the conversation and really want to help them.

Listening and being listened to, is one of the greatest keys to building trust and providing great customer service. If we build strong relationships with customers, the more likely they are to return and bring new customers with them.


" One of the most sincere forms of respect is actually listening to what another has to say." - Bryant H. McGill


Brush up on your customer service skills with our Customer Service training. Improve your communication skills with our Communication Skills training or join us for Conflict Resolution training.



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