1-Explain the difference between active and passive listening.
2-What are two ways to let a customer know you are listening when you are interacting
face to face?
3-What is paraphrasing?
4-List six benefits of active listening.
5-What are three nonverbal ways that people communicate?
6-What is an open-ended question?
7-Name the three factors that influence tone of voice.
8-What information should you capture about a customer’s incident or service request?
9-How can you obtain the information you need to resolve an incident?
10-What are three cues that a customer may give when he or she is confused or unsure?
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