Final answer:
False. It is important to listen fully to the customer's feedback before explaining or justifying. By staying calm, asking open-ended questions, and focusing on problem-solving, a constructive conversation can be fostered.
Step-by-step explanation:
False. Avoid explaining or justifying until you have listened fully to the customer's feedback. It is important to be open to feedback and listen in order to improve. This includes both positive and negative feedback on your performance. By staying calm, asking open-ended questions, and restating what you heard, you can engage in a constructive conversation that focuses on problem-solving rather than blaming.