What is a characteristic of active listening?

Active listening involves fully engaging with the speaker, which includes not only hearing their words but also understanding their emotions and the underlying message. Acknowledging the speaker's emotions and content shows that you are setting aside your own thoughts and responses to focus entirely on what they are communicating. This validation fosters a supportive environment that encourages further dialogue and makes the speaker feel heard and valued.

By focusing on the speaker’s feelings and the content they are sharing, you can respond more effectively and build rapport, which is crucial in customer service. This practice demonstrates empathy and attentiveness, essential qualities for providing excellent customer support.