Steps 8-10
08 Ask questions
Questions should be used to clarify your understanding. Use open questions to retrieve additional important information from the customer. Too many closed questions will hamper communication.
09 Respond appropriately
Empathetic and conscious listening incorporates respect and understanding as you retrieve information and build a perspective. By all means be honest, but assert any opinions respectfully.
10 Paraphrase
Summarising what the customer has said in your own words will reinforce that the message was correctly received and encourages the customer to expand if they have further information to add or want to correct you.