IN THIS LESSON

The Power of Active Listening (The 80/20 Rule)

In customer service, you should be listening 80% of the time and talking 20% of the time to ensure you truly understand the issue. Active listening involves more than just hearing words; it involves confirming understanding.

  • Parroting: Repeat the customer's core concern back to them in your own words.

    • Customer: "My account has been locked, and I can't access my files!"

    • You: "Just to confirm, you are locked out of your account right now and need immediate file access. Is that correct?"

  • Non-Judgmental Tone: Maintain a calm, neutral, and professional tone, even if the customer is emotional. Your calm voice will eventually guide them back to a constructive state.

  • Silence is Golden: Don't interrupt. Let the customer fully explain their frustration. Often, allowing them to vent is the first step in de-escalation.

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