Riley Is a Customer Service Representative and Has Just Gone

question 53

Multiple Choice

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?

• A)mentally criticizing grammar, voice, tone, and speaking style to get a better sense of what the customer is like
• B)tuning out what the customer is saying if he already knows the answer
• C)asking clarifying questions that put him in the driver's seat of the conversation
• D)dividing his attention among two or more tasks to be more productive because listening is automatic

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Definitions:

Episode

An event or a series of events occurring as part of a larger sequence; in media, it refers to a single installment of a television show or podcast.

Abuse

The improper treatment or misuse of something or someone, often causing harm or injury.

Autobiographical Memory

Memory of specific events in one’s life.

Script

General remembered outline of a familiar, repeated event, used to guide behavior.