Final answer:
Quentin uses communication and listening skills to address customers' concerns, build rapport, and engage actively in discussions. These skills help reduce customer frustration and anxiety, and allow him to provide effective solutions.
Step-by-step explanation:
Quentin uses communication and listening skills when he listens to a customer's concerns and offers a solution. These skills are crucial for making quick decisions, valuing human connection, and communicating one-on-one, which can greatly reduce frustration and anxiety. Listening attentively is not only an undervalued skill but also essential to building rapport with customers. By being resourceful and insightful, Quentin can bridge the gap between quantitative and qualitative outcomes. It is important for him to participate actively in discussions, ask clarifying questions, and offer ideas to demonstrate his engagement and willingness to be actively involved in finding solutions to the customers' concerns.