Which action demonstrates active listening during a customer conversation?

• A. Paraphrase and summarize the customer's concern.
• B. Interrupt the speaker to offer a ready-made solution.
• C. Glance at your phone while listening.
• D. Rush to finish the conversation.

Answer: (A)

Active listening means fully engaging with what the customer is saying, confirming you understand, and showing empathy. Paraphrasing and summarizing the customer’s concern demonstrates you heard the main issue, restating it in your own words to verify accuracy and invite correction if needed. This keeps the conversation collaborative and ensures you’re addressing the real problem, which builds trust and helps identify the best next steps. Interrupting to offer a ready-made solution cuts off the customer’s message, preventing you from fully understanding their needs. Glancing at your phone or rushing to finish signals distraction and disrespect, breaking the connection essential for resolving the issue. Paraphrasing and summarizing is the strongest move because it shows you’re listening and aligned with the customer’s concerns.