Active Listening Vs Passive Listening

When you do not respond to what the customer is telling you, it is passive listening.
If one responds immediately to the query is active listening l. Passive listening is when one does not respond or responds inappropriately. At which, the customer gets the feeling that he/she has not been heard.

Eg:

Customer – My name is Robert Hanks. Call me Bob, I want you to know that my system is not able to go On-line.
Agent – Ok Mr. Hanks, tell me how may I help you today?
This kind of a response shows that the agent was not listening. The correct response should have been
Sure Bob, tell me what happens, when you try going On-line?
Paraphrasing after listening to the issue is a another way of active listening. Paraphrasing is to re-state what the customer has said and to confirm facts, ideas and information.
This is a very important aspect of listening. Make sure that you have not only heard the information but also understood it. Paraphrase (what you have heard) to the caller in simple sentences using only some essential words. Paraphrasing makes the customer feel that he/she is being understood and encourages him to continue. It builds the customer’s confidence.
Fillers like "aha aha"," uh uhm"," okay", "alright", "go ahead" "please proceed"... etc., which are called as Verbal Nods makes the call flow smoothly.
When the call is interactive, there is no dead air, call becomes informal and the customer becomes very co-operative.

Bad Calls Good Calls
Listening 01.mp3 Listening 01.mp3
Listening 02.mp3 Listening 02.mp3