Listening is a fundamental part of effective communication and is often taken for granted. Before you can respond properly to what someone has said, there are three stages involved in the listening process:

1. You hear what the other person is saying
2. You understand what you have heard
3. You interpret what you have understood, without making assumptions.

Only after you have gone through all three stages will you be ready to respond to the customer. It is tempting, especially when you are in a hurry, to jump to an interpretation or an assumption and interrupt the other person before they've finished. But remember that listening is a key skill in its own right.