Call Center Skills Assessment

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Which of the following is a primary technique of active listening used to ensure a mutual understanding of a customer's issue?

Finishing the customer's sentences to show you anticipate their needs. Formulating your response while the customer is still speaking to save time. Sharing a personal story to show the customer you can relate to them. Paraphrasing or summarizing the customer's statements back to them.

Correct Answer:

Paraphrasing or summarizing the customer's statements back to them.

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