Reflective Listening | Online Call Center Soft Skills Part 35

Much like active listening, reflective listening is a critical call handling skill that can improve your communication and relationships with your customers. It is a skill that can take you from good to great in your contact center career or in any business role. But what is Reflective Listening and how do you use it in a conversation?



In this video, the Contact Center Coach will explain what reflective listening is and gives six techniques for using this skill in any conversation.


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To get the most out of this video, it may be helpful to watch our previous agent soft skill videos that will help to round out and improve your skills:




• Effective Communication:    • 7 Tips for Effective Communication | Onlin...  
• Empathy:    • 5 Tips for Expressing Empathy Over the Pho...  
• Handling Angry Customers:    • Handling Angry Callers | Online Call Cente...  
• Tone of Voice:    • Tone of Voice |  Online Call Center Agent ...  
• Active Listening:    • 8 Steps to Improving Active Listening | On...  
• Effective Questioning:    • Effective Questioning | Online Call Center...  
• How to be a Great Team Player:    • How to be a Great Team Player | Online Cal...  
• How To Say No The Right Way:    • How To Say No The Right Way | Online Call ...  
• How to Put Caller on Hold:    • How to Put Callers on Hold | Online Call C...  
• How to Handle Stress:    • How to Handle Stress | Online Call Center ...  
• How to Get the Most from Coaching Sessions:    • How To Get The Most From Coaching Sessions...  
• 5 Common Mistake Agents Make and How to Avoid:    • 5 Common Mistakes Agents Make & How to Avo...  
• How To Build Rapport -    • How To Build Rapport  | Online Call Center...  
• Mirroring Callers to Build Rapport -    • Call Mirroring to Build Rapport | Online C...  
• Controlling Talkative Callers -    • Controlling Talkative Callers | Online Cal...  
• How To Make Callers Feel Important -    • How To Make Callers Feel Important  | Onli...  
• 10 Tips for New Customer Service Agents -    • 10 Tips for New Customer Service Agents | ...  
• Why Customer Service Agents are Heroes -    • Why Customer Service Agents are Heroes | O...  
• Active Listening Exercises -    • Active Listening Exercises | Online Call C...  
• Work at Home Stress -    • Work at Home Stress | Online Call Center A...  
• How to Become a Rockstar Call Center Agent -    • How to Become a Rockstar Call Center Agent...  
• How To Use The Right Tone of Voice -    • How To Use The Right Tone of Voice | Onlin...  
• Do and Don’t Phrases for Contact Center Agents -    • Do and Don’t Phrases for Contact Center Ag...  
• Why Metrics Matter for Contact Center Agents -    • Why Metrics Matter for Contact Center Agen...  
• Effective Communication:    • 7 Tips for Effective Communication | Onlin...  
• Empathy:    • 5 Tips for Expressing Empathy Over the Pho...  
• Handling Angry Customers:    • Handling Angry Callers | Online Call Cente...  
• Tone of Voice:    • Tone of Voice |  Online Call Center Agent ...  
• Active Listening:    • 8 Steps to Improving Active Listening | On...  
• Effective Questioning:    • Effective Questioning | Online Call Center...  
• How to be a Great Team Player:    • How to be a Great Team Player | Online Cal...  
• How To Say No The Right Way:    • How To Say No The Right Way | Online Call ...  
• How to Put Caller on Hold:    • How to Put Callers on Hold | Online Call C...  
• How to Handle Stress:    • How to Handle Stress | Online Call Center ...  
• How to Get the Most from Coaching Sessions:    • How To Get The Most From Coaching Sessions...  
• 5 Common Mistake Agents Make and How to Avoid:    • 5 Common Mistakes Agents Make & How to Avo...  
• How To Build Rapport -    • How To Build Rapport  | Online Call Center...  
• Mirroring Callers to Build Rapport -    • Call Mirroring to Build Rapport | Online C...  
• Controlling Talkative Callers -    • Controlling Talkative Callers | Online Cal...  
• How To Make Callers Feel Important -    • How To Make Callers Feel Important  | Onli...  
• 10 Tips for New Customer Service Agents -    • 10 Tips for New Customer Service Agents | ...  
• Why Customer Service Agents are Heroes -    • Why Customer Service Agents are Heroes | O...  
• Active Listening Exercises -    • Active Listening Exercises | Online Call C...  
• Work at Home Stress -    • Work at Home Stress | Online Call Center A...  
• How to Become a Rockstar Call Center Agent -    • How to Become a Rockstar Call Center Agent...  
• How To Use The Right Tone of Voice -    • How To Use The Right Tone of Voice | Onlin...  
• Do and Don’t Phrases for Contact Center Agents -    • Do and Don’t Phrases for Contact Center Ag...  
• Why Metrics Matter for Contact Center Agents -    • Why Metrics Matter for Contact Center Agen...