“When people talk, listen completely. Most people never listen.”
Ernest Hemingway
Friendly reminder: thinking about what to say isn’t listening, looking for the solution on the knowledge base isn’t listening, talking to you colleague while on the phone isn’t listening.
Listening means to give you total attention to your customer, to empathize with his problem, to feel what he’s feeling and to take your time to find the solution…
Answering and listening are two very separate things: don’t multitask them.
