What is a key component of active listening in customer service?

Maintaining eye contact and nodding are essential components of active listening in customer service because they demonstrate to the customer that you are fully engaged and invested in the conversation. These non-verbal cues convey attentiveness and interest, helping to build rapport and trust between the customer and the representative. By showing that you are actively observing and understanding the customer's needs, you can better address their concerns.

Active listening also involves reflecting on what the customer is saying and responding appropriately, which can be enhanced through these gestures. They encourage a positive atmosphere where the customer feels heard and valued, ultimately improving the quality of the interaction and leading to better outcomes.