Question

Some things that CSRs can do to become better listeners while _________-___________ customers are speaking are to avoid making judgements about incorrectly accented speech, be patient listeners, don't finish the speaker's sentences, don't correct grammar and pronunciation errors, and don't pretend to understand.

Answer 1

To become better listeners while customers are speaking, CSRs should avoid judging, interrupting, and correcting errors. They should show understanding and empathy, actively listen without finishing sentences, and refrain from pretending to understand.

Step-by-step explanation:

Being a good listener requires many of the same traits as being a good reader. When we listen to someone speak, we listen to their emotions and ideas through meaning and tone, body gestures, and emphasized words. We do not judge. We do not interrupt. We may touch the speaker's arm to express care. We certainly use facial expressions and gestures to let the speaker know we are listening and understanding, that we are advancing emotionally alongside them with each turn of the story. Before offering advice, condolences, or other reactions, we as listeners try to see their perspective and its complexities from their side. We take our identities out of the equation and place their concerns in the middle of our attention.