How can you tell when someone is really listening to you? Well, in person you can usually see it. Talking on the phone, it's not so easy. There are several things you can do to show that you are really listening.

Focused Listening	Focused Listening involves paying attention to what the other person is saying. You can show that you are paying attention by using phrases like: "Yes, I see." "I understand the situation." "I'll do what I can to help."
Paraphrasing	Another good way to show you are really listening is to paraphrase what the customer is saying. Use phrases like: "Let me make sure I understand . . . ." "Is that correct?"
Agreement Listening	When you have a concern, the last thing you want to hear is that you're wrong. It might just be a small thing and a little complaining will make you feel a lot better. A little empathy can go a long way in repairing a customer relationship: "I understand how you feel." "I would feel the same way . . . ."

C.A.R.E Active Listening Useful Phrases Active Speaking Return to Job Aids