What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
- asking customers to paraphrase their explanations
- the use of active listening, with occasional interjections such as “I see” or “I understand”
- focusing on what you cannot do to give customers an idea of the magnitude of the problem
- interrupting customers with a question to gather more information
- clarifying what customers say after they have finished their explanations
Answers Explanation & Hints: It is very important to make customers feel that they are being listened to. Interacting with them and using some interjections to let them know that you are listening, or paraphrasing the problem back to them, will show that you are listening. Interrupting them or making customers repeat what they just said and focusing on what you cannot do will only make customers angry.