When a customer calls to complain about a problem, it is important to find out the background information about the customer or situation.
Correct Answer:
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Q31: _ is the ability to gain, store,
Q32: _ requires putting yourself in the customer's
Q33: Nonverbal messages delivered via tone or body
Q34: A passive physiological process of gathering sound
Q35: _ is the last phase of the
Q37: The best way to determine what customers
Q38: Many companies offer programs to help employees
Q39: Which of the following is a personal
Q40: Particularly in customer service situations, an effective
Q41: Describe the four steps in the listening
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