To enhance customer listening and foster the proper attitudes and desires in customer service, consider the following starting points:

Acknowledge your goal: Recognize and accept that the outcome of an interaction depends on what you want from it.

Practise mental preparation: Build on previous scenarios, to make better choices. To come to a shared understanding, listening is a journey of discovery, but mental preparation is essential for getting there safely.

Reduce your emotional response: If taught incorrectly, the concepts of empathy and sympathy might impair a listener's abilities. The advisor's internal voice will concentrate on looking for a chance to exhibit empathy if they feel the need to do so at any point during the call.

Listen as you would have others listen to you.

Body language is a non-verbal form of communication that may be both heard and seen. What nonverbal cues are you using, and how is that affecting your written and verbal communication efforts? These are crucial questions for advisors to ask themselves.
Remember that listening is still your most powerful weapon and that its principles apply to all communication methods, not just the telephone.

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