Final answer:
In a customer interaction, it is important to maintain focus regardless of the situation. This includes active listening and maintaining eye contact.
Step-by-step explanation:
In the context of a phone conversation or a meeting with a customer, the missing word in the question is 'focus'. Regardless of the energy or receptiveness of the customer, it is important to maintain focus and attention.
By remaining focused, you can actively listen to the customer's needs, provide accurate information, and address any concerns or questions. This will demonstrate professionalism and help build a positive relationship with the customer.
Maintaining focus also includes maintaining eye contact, whether in person or through a video call. This shows that you are engaged in the conversation and interested in what the customer has to say.