Giving the speaker your full attention can help you focus on the important key elements of the message being sent, this allows you to ask questions that will improve the communication process . Actively checking in can improve relationships because it shows that you actually care about what the other person has to say; people feel cared for when someone cares enough to listen and pay attention to what they have to say. It can also help you calm down someone who is very upset about a situation. Active listening is an important part of customer service, people with excellent customer service listen to a customer, ask clarifying questions, show empathy and offer potential solutions. So, calming down an unhappy customer or showing them your business is appreciated (Janasz, 2006,