Customer Service Situations (CSS)

What is the primary goal of paraphrasing a customer's statement back to them during an interaction?

To stall for time while you look up their account information. To prove that you were paying attention to the conversation. To confirm your understanding of the issue and make the customer feel heard. To quickly correct any inaccurate information the customer provided.

Correct Answer:

To confirm your understanding of the issue and make the customer feel heard.

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