Listening is a learned skill. It is active. Hearing is passive. In order to be effective in retaining customers, we need to actively listen to their needs, expectations and complaints. Since so much of communication is not immediately clear, we need to actively listen and ask gentle, probing questions to ensure clear understanding.
Successful agencies have people who are excellent listeners.
These agencies have people who genuinely care, which is a key ingredient to being a good listener. Signs that a person genuinely cares about the customers are evident in the hiring process. Schools have not recognized the need for students to become good listeners to be successful in the world. In fact, I know of only two colleges that offer courses on listening. Think about it.