It’s extremely important for customer service staff to realize that every guest is an individual with unique needs, desires, and wants. Oftentimes personnel assume they’ve heard it all before. There is no new request, no new situation that can ever occur because they’ve been there, done that. Not true. So, don’t nod your head as if you know what they’re about to say.
LISTEN ACTIVELY so that you can take care of that guest. You never know what’s coming next.
From full article by Marla Benson
"The Professional Guest"