Customer Communication Basics: Active Listening for Excellent Customer Service

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Course features
  • Category: Customer Service
  • Course Length: 12 minutes
  • Series: Communication Channels
  • Video Length: 5.5 minutes
  • Author: The URL dr
  • Resources: Active Listening Checklist 
Course overview
In this micro course, you’ll define active listening, and identify why it matters in customer service, and why it can be challenging. You’ll then learn to avoid common customer service pitfalls by approaching conversations with the right mindset and active listening strategies. 
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Course learning objectives
  • Define active listening
  • Begin active listening in your customer interactions
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Certification included
Downloadable certificate upon completion.

Are you listening to your customers?

"Active Listening in Customer Service" will teach you how to be present in your daily customer communications. We’ve all been there. Sometimes it feels like service reps are hearing us—but listening and understanding are a different matter. Why is that, and how can you avoid making customers feel the same frustration when you’re helping them? The first step is active listening.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course



Customer Service

Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author