Listening is most difficult when you are tired or distracted. If attention starts to drift, do something to bring back focus. Taking a break, changing posture, or just walking around for awhile are good ways to regain focus. Listeners need to concentrate solely on the message the customer is trying to communicate. It is also a good idea to always have a pen and paper ready so you can write down information the customer conveys.
Many customers have trouble expressing themselves well.
This is especially true if they are hurried or upset. As an active listener, you can help by asking questions that will clarify the message. One CEO was reported to say that listening is 100 percent of the act of communication. By that, he meant it is the employee's responsibility to make sure the customer's needs are completely understood. Good listening skills greatly reduce the occurrence of mistakes and misunderstandings.