Question

CSR's must have strong listening skills regardless of whether they communicate face-to-face with the customer, on the phone, and written messages, or via an online chat.

Option 1: Listening skills are essential only in face-to-face communication.
Option 2: Listening skills are crucial in all forms of communication.
Option 3: Listening skills are only necessary for written messages.
Option 4: Listening skills are irrelevant in online chat.

Answer 1

Listening skills are crucial in all forms of communication for customer service representatives.

Step-by-step explanation:

Listening skills are crucial in all forms of communication. Whether a customer service representative is communicating face-to-face, on the phone, through written messages, or via online chat, they must have strong listening skills. This is because listening allows the CSR to fully understand the customer's needs, concerns, and instructions, and respond appropriately.

For example, in face-to-face communication, listening skills enable the CSR to pick up on non-verbal cues and provide empathetic responses. Similarly, in written messages and online chat, listening skills help the CSR interpret the customer's tone and emotions, leading to more effective communication.