Riley is a customer service representative and has just gone through training to improve his listening skills.Which of the following skills was he most likely taught that will make him a better listener?

Question

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Remaining silent for a few seconds after a customer finishes speaking is a technique that allows the speaker to complete their thought and shows the customer that the listener is interested in what they have to say. This can also help the listener to better understand the customer's problem or concern. Mentally criticizing the speaker or dividing attention among multiple tasks can negatively affect the listener's ability to understand and assist the customer, while tuning out the customer shows a lack of respect and interest in their needs.

Riley Is a Customer Service Representative and Has Just Gone