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Assess Your Listening Skills Before Your Customers Do

Take the quiz and find out how well you tune in to customer needs.

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Take 2 minutes to see how well you tune in to customer needs.  

Empathetic Listening Self-Assessment

Empathetic Listening Self-Assessment for Customer Service Reps

This assessment helps you reflect on how well you pick up on unspoken cues, interpret customer messages, and show that you're listening. Select the option that best describes your typical behavior in customer conversations.

Rating Scale:
1 = Never    2 = Rarely    3 = Sometimes    4 = Often    5 = Always

Sensing

I listen for more than just the words a customer says
I notice what the customer is feeling, even if they don’t say it directly
I pick up on frustration, confusion, or urgency from tone or silence
I try to understand how the customer is feeling during the interaction

Processing

I make sure to remember key concerns or details the customer shares
I clarify or summarize what the customer said to ensure we’re on the same page
I mentally track the main points the customer brings up during the conversation

Responding

I use phrases like “I understand” or “That makes sense” to show I’m listening
I show that I’m open to their feedback or ideas—even if it’s critical
I ask follow-up questions that prove I understand what they’re saying
I use body language (if in person or video) like nodding or eye contact to show attention

Contextual Application

I stay focused on the customer even if I’m juggling multiple tasks
I avoid interrupting and give the customer time to fully explain
I can adjust my tone or style based on how the customer is feeling
I follow up to make sure the customer feels heard and supported

Reference: Gearhart, C. C., & Bodie, G. D. (2011). Active-empathic listening as a general social skill: Evidence from bivariate and canonical correlations. Communication Reports, 24(2), 86–98.

3 Simple Steps to Transform Your Team's Listening Skills

Empower your teams in just three steps

Step 1

Select Your Scenario

Select your challenges or submit your own

Step 2

Schedule Your Team Sessions

Organize training for groups at your convenience

Step 3

Track Growth and Results

Access insights and follow-up options easily