Problem
You have been hired by Smith & Associates to design a customer-focused listening workshop for the CSRs in her organization.
a) Describe three focused listening topics you would use in this workshop. For each topic, explain why you selected the topic and what is the benefit to the CSRs.
b) Create 3 assessment samples [one for each topic above] of effective listening to test the listening skills and cognitive abilities of the CSRs. For example, what can you do to test participants so you know they understand the focused listening topic?