Which phrase can help show that you are actively listening to the customer?

Using phrases like "Uh-huh" and "Mhm" demonstrates active listening because they are verbal nods that indicate you are engaged in the conversation. These brief affirmations allow the customer to feel heard and understood without interrupting their flow of thought. Such responses provide encouragement for the customer to continue sharing their thoughts, which can be particularly valuable in a customer service context.

These interjections serve as non-verbal cues that signal attentiveness, making customers feel supported and valued. In contrast, the other phrases, while they may also imply active listening, can be viewed as more definitive statements of understanding, which might give the impression that the representative is jumping to conclusions rather than fully absorbing the customer's concerns. The casual nature of "uh-huh" and "mhm" supports a conversational tone, reinforcing the rapport between the customer and the representative. This approach can lead to a more open and effective dialogue.