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Customer Service vocabulary · Polite & Empathetic Language

Active listening

Meaning in customer service, with examples

nounCommon term

In customer service, active listening means: Listening with full attention, checking that you have understood and showing the speaker that you are following.

In Turkish: aktif dinleme, etkin dinleme

How it is used

A standard skill in customer service training. It includes not interrupting, using short signals such as "I see" and "Right", summarising ("So, if I've understood correctly...") and asking clarifying questions.

Example sentences

  1. Active listening helps you find the real problem behind the complaint.

  2. Quality reviewers check for active listening, such as summarising the customer's issue.

Common collocations

  • active listening skills
  • use active listening
  • practise active listening
  • empathyThe ability to understand and share another person's feelings, and to show them that you understand.
  • acknowledgeTo show or say that you have noticed or accepted something, such as a customer's feelings, a problem or a message.
  • de-escalateTo make a tense or angry situation calmer and less serious, for example during a difficult call.
  • quality assuranceChecking calls, chats and emails against set standards to make sure the service is correct, consistent and polite.

More terms: Polite & Empathetic Language

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