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Riley is a customer service representative and has just gone through training to improve his ...

Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills will make him a better listener?

▸ mentally criticizing grammar, voice, tone, and speaking style to get a better sense of what the customer is like

▸ tuning out what the customer is saying if he already knows the answer

▸ asking clarifying questions that put him in the driver's seat of the conversation

▸ dividing his attention among two or more tasks to be more productive because listening is automatic

Textbook

Business Communication: Process and Product: Brief Edition

Edition: 7^th

Authors: Guffey, Loewy, Griffin

Read 26 times

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