When a customer calls to complain about a problem,often he or she has already taken unsuccessful steps to solve it.
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Q23: _ is especially important when a language
Q26: An effective listener should be _.
A) emotionally
Q26: Recognition is _.
A) a process that occurs
Q30: Open-ended questions are a quick way to
Q31: Mental factors that can cause a shift
Q31: _ is the ability to gain, store,
Q32: _ requires putting yourself in the customer's
Q33: Nonverbal messages delivered via tone or body
Q37: The best way to determine what customers
Q39: Which of the following is a personal
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