Discussion question
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1.Give a scenario where you go through the four phases of the active listening process.
2. Give an example of each of the five characteristics possessed by the most effective listeners working a customer service position.
3. Have you ever experienced a situation as a customer where you felt an employee of a small business was not listening to you? What did you do as a result?
4. Reviewing the four behavioral style categories, give a scenario that works best for each category.
5. In at least 250 words, discuss how diversity influences the customer service industry. Be sure to include a minimum of two scholarly sources.
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