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 […]
Blog – The Active Listening Journal
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 […]
Glisn vs. Lumosity: Two Approaches to Brain Training
When it comes to brain training apps, Lumosity is often one of the first names people mention. With years of brand recognition and a wide library of cognitive games, it has become a major player in the space. But newer platforms like Glisn are redefining what brain training can look like—especially for those who want […]
Why Brain Training Apps Miss the Mark, and How Glisn Changes Things
Brain training apps promise cognitive improvement—but do they work? Discover why Glisn’s real-world listening drills are a smarter alternative.
Listen and Calculate: How Glisn’s New Features Support Mental Math Mastery
Back in March, we introduced a suite of new features designed to supercharge your listening and memory skills on Glisn—like audio/video quiz prompts, free-text input, and streamlined quiz-first scenarios. These updates were a big step toward making Glisn more immersive and learner-focused. But what’s become increasingly clear since launch is this:These features aren’t just improving […]
Exciting New Features in Glisn: Elevate Your Listening & Memory Training!
At Glisn, we’re continuously seeking ways to enhance your listening, focus, and memory training experience. Based on your valuable feedback and the latest advancements in cognitive learning, we’re thrilled to introduce three powerful new features designed to improve engagement, personalization, and effectiveness. Whether you’re sharpening your active listening skills, preparing for an exam, or training […]
