When on a call with a customer, no matter if you're a sales representative, support agent or manager, listening and speaking need to be balanced to achieve success. Thus, capturing what the customer says is key when you speak, so that you can implement it in your actions and the customer can buy in to a sale or feel well cared for in support. Finding the right balance is hard, but it would be best if you learn from the so-called "smart" leaders in the field on how to achieve it. Read the attached article to learn more. Is listening and communication training conducted at your company in Bulgaria? Let us know in our social media forums. Click HERE to read article.