What are the best ways to follow up with customers using active listening?

1 Why active listening matters

Active listening is not just a technique, but a mindset. It means that you are genuinely interested in understanding your customers' perspectives, feelings, and expectations. By actively listening, you can build rapport, trust, and loyalty with your customers, as well as identify their pain points, needs, and opportunities. Active listening also helps you avoid misunderstandings, conflicts, and complaints, as you can clarify and confirm what your customers are saying and expecting.

2 How to prepare for follow-up

Before you follow up with a customer, you need to do some homework. First, review the previous interactions you had with the customer, such as emails, chats, calls, or surveys. Note down any important details, such as their name, product, issue, solution, feedback, or preferences. Second, set a clear goal and agenda for the follow-up, such as checking in on their satisfaction, resolving any outstanding issues, offering additional support, or asking for a referral or testimonial. Third, choose the best channel and time for the follow-up, based on your customer's preference and availability.

3 How to start the follow-up

Beginning the follow-up with your customer in the right way is essential for setting the tone and direction of the conversation. You should aim to make a positive and personalized impression, as well as remind them of the context and purpose of the follow-up. To start the conversation, you can greet the customer by name and express your appreciation for their business or feedback. Additionally, you can remind them of the previous interaction you had with them and the outcome or solution you provided. Furthermore, you should explain why you are following up and what goal or agenda you have in mind. Lastly, ask for their permission and availability to continue the conversation.

4 How to listen actively during the follow-up

Once you have established the connection and context with the customer, you need to listen actively to what they have to say. This means not only hearing their words, but also understanding their meaning, emotions, and intentions. To do this, maintain eye contact and positive body language on video calls, or use vocal cues and expressions on phone calls or chats. Additionally, avoid distractions and interruptions like checking your phone, email, or other notifications. Show empathy and respect for the customer's feelings and opinions, even if they are different from yours. Utilize verbal and non-verbal feedback such as nodding, smiling, or saying phrases like "uh-huh", "I see", or "that makes sense" to demonstrate that you are paying attention and following along. Additionally, summarize and paraphrase what the customer is saying to confirm your understanding and avoid miscommunication. Furthermore, ask open-ended questions like "How do you feel about..." or "What are your thoughts on..." to encourage the customer to elaborate, clarify, or share more information.

5 How to respond and close the follow-up

After actively listening to the customer, you should respond and close the follow-up in a way that meets their needs, expectations, and satisfaction. Showing appreciation for their time and feedback is important, as well as addressing any questions or issues they have raised. Additionally, you should highlight any relevant benefits, features, or offers that can help them achieve their goals or solve their problems. Asking for any feedback, suggestions, or referrals is also beneficial. Lastly, confirm any next steps and end the conversation on a positive note by expressing your gratitude and availability for the customer.

6 How to improve your active listening skills

Active listening is a skill that you can improve with practice and feedback. To do so, seek feedback from customers, colleagues, or managers on your strengths and areas for improvement. Record and review conversations with customers to analyze how you applied the active listening techniques. Learn from customer service professionals who are good at active listening, observing their interactions with customers, questions asked, responses given, and how they close the follow-up. Additionally, practice active listening in your daily life to improve relationships, understanding, and communication.