Hearing is a physical ability. Listening is a skill that must be learned and practiced. So says Maribeth Kuzmeski, author of The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients for Life. “Because so few people truly practice the art of listening, it’s the most effective way to make lasting connections with others,” she notes. “Being a good listener sets you apart. It makes you very likeable because others will feel comfortable and valuable when they’re with you. Cultivating this skill will bring you satisfied customers, content employees, and trusting supervisors.”

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So, what does it mean to truly listen? Kuzmeski offers several suggestions to help you improve your customer service standards:

• In addition to hearing what someone else has said, actively try to understand their words in your own way, and ensure that you understand what he or she means. Ask questions to confirm that any assumptions you’ve made are true.

• Make sure the customer has your full attention. Watch for nonverbal cues, stay focused, and don’t interrupt.

• Show that you’re listening. Let your face display a range of emotions that reflect that you’re paying attention, and acknowledge what the customer is saying every so often with an “uh-huh” or a “sure.”

• Most importantly, remember that you’re there for the customer, not the other way around. Your job isn’t to jump to conclusions or one-up the other person with a story of your own.

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