What should you do while trying to understand a customer’s problem?

Making eye contact and showing that you are listening is crucial in understanding a customer’s problem effectively. This approach demonstrates to the customer that you value their input and concerns, creating an environment of trust and openness. Active listening involves not only visually engaging with the customer but also providing verbal affirmations that you are processing what they are saying. Such engagement encourages the customer to communicate more freely and detail their problems, which ultimately leads to a better resolution.

This practice also allows you to pick up on non-verbal cues that may provide additional context to the issue at hand. Effective customer service relies heavily on empathy and attentiveness, both of which can be conveyed through attentive body language and eye contact.

In contrast, behaviors like checking your phone for messages detract from the conversation, indicating disinterest or distraction. Interrupting frequently can frustrate the customer, as it disrupts their thought process and signal that their concerns are not being prioritized. Avoiding questions can lead to misunderstandings, as it may prevent you from gathering the necessary information to resolve their issues adequately.