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