Having patience with your customer is important.  If your customer doesn't understand the information you gave them, choose the best way to respond from the list below.

Remaining flexible with customers is an important skill to master.  Choose the best description below for what it means to be flexible.

Choose the best description of Empathy from the list below.

Which statement below best represents confirmation bias?

What are the four qualities of active listening?

What are some things you can do during a call to help you remain attentive?

It's okay to lie to a customer if it will make them feel better about the situation.

To demonstrate attentiveness, you should repeat back exactly what the customer said to you (PARROT-phrasing), so they know you truly understood what they need.

Empathy allows you to identify with - and better retain - customer information.

Patience is required to give the customer ample time to fully explain the problem.

Being objective means you should be able to determine a customer's true concern, and the solution to that concern, in the first 30 seconds of the call.

Attentiveness ensures that you are engaged in a two-way conversation, rather than passively taking in what the customer is saying.

When speaking with customers, it's better to "stay in your lane" rather than promising things that other departments can do.

Mistakes are going to happen.  They just are.  At SimpleBills, we want to learn from all our mistakes to help us in the future.

Being good at listening allows you to make full use of the information customers voluntarily share during the conversation to accurately and promptly resolve their issues.