Explain the difference between active and passive listening.

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 unsur

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 unsur

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