active listening
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Active listening is a key skill for excellent customer service. It's all about listening carefully and understanding the customer's needs and expectations, without interrupting or judging them.
To practice active listening, it's important to pay attention not only to the client's words, but also to their body language, tone of voice, and facial expressions. This helps capture important information that may not be expressed verbally.
In addition, it is important to demonstrate interest and empathy for the customer, showing that you are genuinely concerned about helping them. This can be done through clear and objective questions, which help clarify the customer's needs and identify effective solutions.
Finally, it is important to summarize the information received from the customer, to ensure that you have correctly understood their needs and expectations. This helps to avoid misunderstandings and ensure the customer feels heard and understood.
In summary, active listening is an essential skill for excellent customer service, which involves listening carefully, showing interest and empathy, asking clear and objective questions, and summarizing the information received. By practicing active listening, you can ensure your customers feel valued and satisfied with the service they receive.
Now answer the exercise about the content:
_What is the importance of body language and facial expressions in the practice of active listening?
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