It’s vitally important to communicate with your customer in a way that lets them know you not only understand their point or situation, but that you are actively listening and engaged. This can be accomplished by being attentive, responsive, and perceptive.

• Attentiveness – show your concern for their needs by identifying with their situation. Pay attention to their words, intents, feelings, and needs, and echo that back to them with language that conveys sympathy and support.
• Responsiveness – make sure you answer questions accurately, thoroughly, and as quickly as possible. Also ask any questions necessary to clarify their intent. This further shows them you are actively engaged.
• Perceptiveness – reiterate their needs as to show them you truly understand. Check in with them to confirm your perception is correct.
• Interest – you must take a genuine interest in the needs of the customer. Ask them personal questions and attempt to connect to them personally.