Most CSMs think they’re listening —
but really, they’re just waiting to talk.
Clients can feel it.
They know when your ears are open but your mind is already drafting a reply.
Great CSMs practice active listening:
⏸️ They pause
🔄 They reflect
âś… They make the client feel heard before they add value
Because the fastest way to build trust isn’t speaking — it’s listening.
💬 Your turn: What’s your go-to move to show a client you’re really listening?
I’ll go first 👋
One move I rely on is mirroring back what the client just said in my own words. Something like: “So what I’m hearing is X, and it matters because of Y — is that right?”
It shows I’m not just hearing words but actually processing meaning. And clients open up way more when they feel understood.
What’s your best way to prove to clients you’re truly listening?
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