Taking a break, changing posture, or just walking around for a while are good ways to regain focus. Be well-rested every time you come in to work. 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. These tactics will reinforce the customer's feeling that you are, indeed, paying attention to them.
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. This means that 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. Good listening makes for good business.