Chapter 3 Vocab Flashcards
Communicate Face-to-Face, Service by Telephone, Written Interaction
1
Q
The learned skill of interpreting the meaning behind what you hear
A
Active Listening
2
Q
Questions that can be answered with one word, usually “yes” or “no”, and are used to confirm facts
A
Closed Questions
3
Q
Expressing acceptance of the customer’s feelings and thoughts even if you disagree
A
Empathizing
4
Q
Questions that require more than a one-word answer
A
Open-ended Questions
5
Q
A
