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1-Explain the difference between active and passive listening.2-What are two ways to let a customer know you are listening when you are interactingface to face?3-What is paraphrasing?4-List six benefits of active listening.5-What are three nonverbal ways that people communicate?6-What is an open-ended question?7-Name the three factors that influence tone of voice.8-What information should you capture about a customer’s incident or service request?9-How can you obtain the information you need to resolve an incident?10-What are three cues that a customer may give when he or she is confused or unsure?

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