Most people listen to reply. Great agents listen to understand.

Active listening means giving the customer your full attention — not just waiting for your turn to speak. It means hearing the words, the tone, and the emotion behind them.

Focus

No multitasking. No interruptions. The customer has your full attention.

Reflect

Paraphrase what you heard: "So if I understand correctly…" This confirms you got it right.

Read Between the Lines

Tone and pace tell you as much as the words. A quiet voice often means worry, not calm.