Active listening as a tool for customers

When you think about the way you approach customers, one of the best tools at your disposal is active listening. It boils down to being aware of what’s actually being said and then clarifying and checking on the issue at hand. Paraphrasing what the customer is saying, asking thoughtful questions related to it, summarizing your side of things, and encouraging dialogue are all great techniques that fall under the technique of active listening. Do you use any of these? Let us know in the comments.