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How can you use active listening to improve customer service?

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Customer service is not just about solving problems, but also about building rapport and trust with your clients. One of the most effective ways to do that is to use active listening, a skill that involves paying attention, reflecting, and responding to what the other person is saying. In this article, you will learn how to use active listening to improve customer service in the context of peer support.

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Hannah Jane Deloy

Co-Founder | Project Manager | Business Development Specialist | Lead Generation | Digital Marketing | Customer…

1 What is peer support?

Peer support is a form of mutual help that involves sharing experiences, knowledge, and skills with people who have similar challenges or goals. Peer support can be offered in various settings, such as online communities, self-help groups, or mentoring programs. Peer support can enhance well-being, recovery, and empowerment for both the giver and the receiver.

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Hannah Jane Deloy

Co-Founder | Project Manager | Business Development Specialist | Lead Generation | Digital Marketing | Customer Experience | SEO
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In my experience, active listening improves customer service by making clients feel heard and understood - give them your full attention, don't interrupt, ask thoughtful questions, and validate their emotions. When customers feel acknowledged through reflective listening, empathy, and patience, they have a more positive experience and are more likely to trust your ability to meet their needs.

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2 Why is active listening important for peer support?

Active listening is essential for peer support because it shows that you care, respect, and understand the other person. Active listening can help you to create a safe and supportive environment, where the other person can express their feelings, needs, and perspectives without fear of judgment or criticism. Active listening can also help you to avoid misunderstandings, conflicts, and assumptions that might harm the relationship.

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Marvic R.
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Active listening is important in peer support because it fosters trust, empathy, understanding, and effective communication, ultimately contributing to better support, reduced emotional distress, and more positive outcomes for those seeking help. It creates a safe and supportive environment in which individuals can express themselves and work towards resolving their challenges.

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3 How to practice active listening in peer support?

Active listening in peer support requires more than just hearing the words; it also involves paying attention to the tone, emotions, and body language of the other person. To practice active listening, you can use open-ended questions to invite the other person to share more details and insights. Paraphrasing can be used to summarize and confirm what the other person has said. Reflecting can help you mirror back the emotions and feelings of the other person. Empathizing shows that you can relate to their situation and feelings, while validating acknowledges and appreciates their strengths, efforts, and choices. All of these techniques are important for successful active listening in peer support.

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Kristen Amrein, ADC, CDP

Activity Director | Certified Dementia Practitioner I YouTube Creator
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You can practice Active Listening with peer support by echoing what the person is saying when you don't understand something. That way, they at least know someone is listening and trying to understand the concern so that the other person can get the issue resolved.

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4 How to avoid common barriers to active listening in peer support?

Active listening in peer support can be challenging, particularly when dealing with complex or sensitive issues. Common barriers to active listening in peer support include distractions, interrupting, judging, and advising. To overcome these, avoid multitasking or checking your phone while listening to the other person. Refrain from cutting them off or jumping in with your own opinions or advice. Additionally, do not make assumptions, evaluations, or criticisms about the other person or their situation. Lastly, remember that peer support is not about giving solutions but empowering the other person to find their own answers.

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5 How to measure and improve your active listening skills in peer support?

Active listening in peer support is a skill that can be learned and improved with practice and feedback. To measure and improve your active listening skills, you should self-assess after each conversation, ask for feedback from the other person, and seek training from experts and peers. After each conversation, ask yourself how well you listened, what you did well, and what could be improved. Additionally, inquire about the other person's opinion on the conversation, what they liked, and what they wished you did differently. Finally, look for opportunities to learn more about active listening and peer support through online courses, workshops, or coaching.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use active listening to improve customer service?

1

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4

5

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1 What is peer support?

2 Why is active listening important for peer support?

3 How to practice active listening in peer support?

4 How to avoid common barriers to active listening in peer support?

5 How to measure and improve your active listening skills in peer support?

6 Here’s what else to consider

Peer Support

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How can you use active listening to improve customer service?

1

2

3

4

5

6

1 What is peer support?

2 Why is active listening important for peer support?

3 How to practice active listening in peer support?

4 How to avoid common barriers to active listening in peer support?

5 How to measure and improve your active listening skills in peer support?

6 Here’s what else to consider

Peer Support

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