If the listener has a hearing problem, if the area in which the conversation takes place is busy and noisy, or if something about the speaker is visually distracting, the listener must make special efforts to focus on the speaker. Skillful listening will help you understand your customer's perceptions, feel his or her emotions, and hear what he or she is trying to say. There is no other subject more important than your customer. No matter how busy or preoccupied you are, customer service is your first priority. No matter how slow the customer talks, how he or she looks, or how fervently the message is delivered, there is a message to which you are expected to respond.
Many eloquent speakers have nothing to say, and many poor speakers have valuable messages.
Focus on the customer. Eliminate or ignore physical distractions such as the presence or conversation of your co-workers or other customers. Don't answer the telephone while a customer is talking with you. Similarly, don't talk with another person while you are on the telephone with a customer. Overcome the temptation to interrupt and respond even if you can assume what the customer is trying to say or you think you know what is coming next.