Active listening is one of the topics that have been very beneficial to me in the program. When I focus on active listening with a customer on the phone or in person, it has a direct impact on the customers experience. When I am giving my undivided attention, asking the right questions, reflecting and clarifying it makes it much easier to accomplish the customers desired outcome.
   On the other hand. When I am practicing active listening and someone else approaches and tries to speak with me I tend to ignore them. When I do they become frustrated.

Jay Cooper
Sent from my iPhone