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1. Customer service representatives who listen well are most effective, because listening helps them understand customers and consequently better serve their needs. In this assignment, you will consider how CSRs can train themselves to become better listeners. Refer to Chapter 10 as you complete this part of assignment.
Review the Online Research Activity: Project 10.2 titled "Planning a Listening Workshop" on page 166.
o Complete the exercise, writing a one- to two-page training plan describing the topics you would include in a customer-focused listening workshop for CSRs.
2. Next, selective listening can happen for a variety of reasons. Sometimes we select not to listen when someone is telling us something we don't want to hear, or if our minds are on something else. By practicing focused listening, we can display empathy and respect. Complete the exercise "What Do You Think Now? Project 10.1" on page 166. This part of the assignment should be 1-2 pages.
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