Listening to Customers

Listening is one of the most powerful skills in customer service—yet it's often the area where professionals lack specific training. With AI handling more customer interactions than ever, the ability to truly hear and connect with a customer is what sets you apart.

In this course, customer strategy expert Noah Fleming helps you build the listening skills that drive real results. Noah covers how to avoid prejudging customers, adopt a questioning mindset, and ask better questions to get to the root of an issue. He walks you through showing empathy and reading signals across high-pressure in-person interactions, phone calls, chat, and social media. Noah also explores techniques like verify, clarify, and follow up, along with the bad news/good news approach, so you can deliver solutions that actually fit what the customer told you.

Learning objectives
Recognize and overcome prejudgment to approach every customer interaction with openness and curiosity.
Ask targeted, open-ended questions that uncover what a customer actually needs.
Demonstrate empathy across in-person, phone, chat, and social media interactions.
Handle difficult or emotional situations with calm, confidence, and professionalism.
Apply the verify, clarify, and follow-up technique to confirm understanding before delivering a solution.