Listening is important for customer service and involves four steps: receiving the message, attending, comprehending the meaning, and responding. Good listeners practice empathy, understanding, patience, and attentiveness objectively. Listening breakdowns can occur due to personal obstacles, external obstacles, or additional obstacles that can negatively impact customer service. Ways to improve listening include stopping talking, preparing oneself, listening actively, showing a willingness to listen, sending positive nonverbal cues, not arguing, taking notes if needed, asking questions, and asking customers how to better serve them.

11. Questions for the Listener, Fig. 5.3

12. Characteristics of Effective and Ineffective Listeners, Fig. 5.5

13. Indicators of Poor Listening , Fig. 5.6