Listening is something that most of relate to the conversation only. Someone speaks and we listen. How does it translate to chat conversation though?I have been thinking about this for a few weeks now and I think I have come to the conclusion that there is no translation necessary. The same basic tenants should remain in place. When a customer is chatting to us about their complications we listen to them (or read, rather). But we still owe them our full attention. So to remind myself of what it means to listen I have compiled a collection of a few basic reminders that will enable me to be the best Certified MinuteFix Technician I can be.

• Attention, acknowledgment, appreciation, affirmation.
  The four A’s of effective listening!
• Say what you see.
  There is nothing wrong with saying, “I see that you are quite frustrated with this problem. I can certainly understand…..”
• Don’t react; respond.
  Emotional reaction is good but can often hinder the listening process.
• Problem or predicament?
  Problems have solutions; predicaments have options.
• Visualize your own frustrations.
  Think about times when you have been frustrated. Empathize.