Question

Stefan prefers when customers get to the point immediately but he is working with a customer who is telling a long story about the items she wants to return. He realizes it is important for him to listen to the customer even though she has a different style than he does. What characteristic is Stefan displaying?

Answer 1

Stefan is showing good listening skills, empathy, and patience by attentively listening to a customer's long story, which is critical for building rapport in customer service.

Step-by-step explanation:

Stefan is displaying good listening skills and empathy, as well as demonstrating patience by paying attention to the customer's story despite their different communication styles. Being a good listener parallels being an attentive reader, where one not only hears words but also tunes into the subtleties of emotion, tone, and body language, while withholding judgment and offering supportive gestures. Stefan exhibits concentrated listening and situational awareness by remaining present and committed to the customer's narrative. This kind of active engagement is essential for both personal and professional relationships, as it helps build rapport and trust.