Active listening and clarifying questions

Skills you'll practise

• Summarize a customer's issue in your own words and confirm it
• Ask clarifying questions that narrow down the problem
• Notice needs the customer implies but doesn't state
• Avoid interrupting and assuming

Course outline

1. 1.Listen, summarize, clarifyVideo · 2 min
2. 2.Listen, summarize, clarifyLesson · 12 min
3. 3.Questions that narrow the problemLesson · 14 min
4. 4.Capturing details and confirming themLesson · 14 min
5. 5.Active listening and clarifying questions: knowledge checkKnowledge check · 18 questions
6. 6.Active listening and clarifying questions: practical exerciseKnowledge check · 1 question
7. 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General customer-service and support practice (listening, de-escalation, ownership)