What behavior indicates active listening to customers on the phone?

Providing verbal feedback is a hallmark of active listening because it demonstrates engagement and understanding of the customer's needs and concerns. When a travel advisor offers verbal feedback, it shows that they are processing the information being shared and confirming that they have captured the essence of the conversation. This type of responsiveness encourages a two-way dialogue, allowing the customer to feel heard and appreciated.

In contrast, taking detailed notes, while beneficial for record-keeping, does not actively engage the customer during the conversation. Speaking as much as possible can detract from effective communication, as it may limit the opportunities for the customer to express themselves. Asking for feedback only at the end of the call can miss crucial moments during the conversation where clarification or further discussion is needed, causing misunderstandings or frustrations for the customer. Thus, verbal feedback not only validates the customer's input but also fosters a more productive and engaging interaction.