Call Center Interview Tips: What Recruiters Actually Listen For You’re sitting in the waiting room, palms sweaty, rehearsing your elevator pitch when the interviewer walks out and says, “We’re going to do a mock customer call right now.” Your mind goes blank. Sound familiar? Here’s the thing most call center interview tips won’t tell you: […]
Blog – The Active Listening Journal
Your Clients Are Listening. But Are They Retaining
Every SLP with an adult caseload knows this moment. A client demonstrates clear progress on an auditory comprehension task inside the session — follows a contextually loaded passage, tracks a multi-step instruction, answers inference questions with accuracy that wasn’t there three weeks ago. You’re genuinely encouraged. Then Thursday comes, and the same task requires nearly […]
How Glisn trains active listening through real call scenarios
How Glisn Trains Active Listening Through Real Call Scenarios The customer’s voice starts rising. They’re explaining their problem for the third time, frustration bleeding through the phone. You think you understand what they need, so you jump in with a solution. Wrong move. They explode: “You’re not listening to me!” Sound familiar? This moment happens […]
Active Listening for Lawyers: The Courtroom Skill That Wins Cases Before You Open Your Mouth
96% of pros consider themselves good listeners—but 64% say listening is getting harder. Here is how lawyers can actually train the skill that wins cases.
How paralanguage shapes every call — and how to read it
How paralanguage shapes every call — and how to read it The customer’s words say “I understand the policy,” but their voice tells a completely different story. The clipped tone, the slight pause before “understand,” the way their pitch drops on “policy” — that’s paralanguage at work, and it’s screaming frustration even when their actual […]
What is active listening? (And why tone matters more than words)
What is active listening? (And why tone matters more than words) You’re thirty seconds into a call when the customer says, “I’m really frustrated right now.” Their voice is tight, clipped. You respond with a perfectly scripted, “I understand your concern and I’m here to help you today!” But somehow, the customer gets even more […]
How to handle an irate customer without burning out
How to Handle an Irate Customer Without Burning Out It’s 2:47 PM on a Tuesday. You’ve already taken 23 calls today when the next one comes in. Before you can finish your greeting, someone’s screaming about a billing error that “ruined their entire week.” Your heart rate spikes, your jaw clenches, and you feel that […]
The pause: why silence is the most underused tool in customer service
The pause: why silence is the most underused tool in customer service You’ve just finished explaining the refund policy for the third time. The customer goes quiet. Your instinct? Fill that silence immediately. Jump in with more explanations, ask “Does that make sense?” or worse—repeat everything again. But here’s what experienced agents know: that pause […]
10 phrases that instantly de-escalate any angry customer call
10 Phrases That Instantly De-escalate Any Angry Customer Call You’re three minutes into what should have been a simple call when the customer’s voice jumps two octaves: “This is absolutely ridiculous! I’ve been dealing with this for weeks!” Your heart rate spikes, your palms get sweaty, and you’re already mentally preparing for the complaint that’s […]
