Assignment
• Explain the difference between active and passive listening.
• What are two ways to let a customer know you are listening when you are interacting face to face?
• What is paraphrasing?
• List six benefits of active listening.
• What are three nonverbal ways that people communicate?
• What is an open-ended question?
• Name the three factors that influence tone of voice.
• What information should you capture about a customer's incident or service request?
• How can you obtain the information you need to resolve an incident?
• What are three cues that a customer may give when he or she is confused or unsure?
Format your assignment according to the give formatting requirements:
• The answer must be using Times New Roman font (size 12), double spaced, typed, with one-inch margins on all sides.
• The response also includes a cover page containing the student's name, the title of the assignment, the course title, and the date. The cover page is not included in the required page length.
• Also include a reference page. The references and Citations should follow APA format. The reference page is not included in the required page length.