1-Explain the difference between active and passive listening.

2-What are two ways to let a customer know you are listening when you are interacting 

face to face? 

3-What is paraphrasing? 

4-List six benefits of active listening. 

5-What are three nonverbal ways that people communicate?

6-What is an open-ended question? 

7-Name the three factors that influence tone of voice. 

8-What information should you capture about a customer’s incident or service request? 

9-How can you obtain the information you need to resolve an incident? 

10-What are three cues that a customer may give when he or she is confused or unsure?