In customer service, is it more important to be a good sender of information or receiver? For customer service providers, it is just as critical to listen as to speak. Is there an art to being a good listener? Absolutely. Does it come naturally? I think not. In fact there was some interesting research that indicates that we hear half of what is said, listen to half of what we hear, understand half of it, believe half of that, and remember only half of that. Did you get that?
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