In our previous article "Focus on the Soft Skills to Get the Hard Stuff Done: The Clear Formula - Part I we covered the first letter in CLEAR, C which stands for "Communication". Now, let's move on to L, E, A, and R.
L - stands for Listen. A customer's expectations from customer service personnel are the ability to listen, understand and take action on their specific needs. Active listening such as nodding when you are interacting face-to-face or an occasional "I see" over the phone
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