How to Improve Active Listening for Call Center Agents

Here's how you can improve your active listening skills over the phone. This discusses verbal, nonverbal communication, and tips on how to properly respond to customers.

#activelistening #customerservice #callcenter #bpo

00:00 Why active listening is important
00:15 Nonverbal communication
01:11 Paralanguage
02:47 common nonverbal cues in phone conversations
03:00 sighing
04:06 anger vs hesitation
05:18 how to show that you're listening
08:22 happy vs sarcastic customer
10:58 how to practice active listening
11:30 forgetting information while CS is talking
12:16 how to properly respond

Видео How to Improve Active Listening for Call Center Agents канала Kwestyon