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Questions and Answers
Why is asking clarifying questions important?
Why is asking clarifying questions important?
- It allows the agent to quickly resolve the member's request
- It demonstrates active listening, empathy, and a genuine desire to understand the member's needs (correct)
- It shows assertiveness and control over the conversation
- It helps in avoiding any interaction with the member
When should support agents use clarifying questions?
When should support agents use clarifying questions?
- When they want to test the member's knowledge
- Only when they have enough time to ask questions
- When they want to speed up the conversation
- Whenever they experience vague, ambiguous, or incomplete information from the member (correct)
What should agents focus on when they have a lot of questions for the member?
What should agents focus on when they have a lot of questions for the member?
- Asking relevant and open-ended questions (correct)
- Asking closed-ended questions to save time
- Avoiding asking questions and making assumptions instead
- Asking questions unrelated to the member's issue
What does asking clarifying questions reflect?
What does asking clarifying questions reflect?
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What do members prefer when it comes to understanding their request?
What do members prefer when it comes to understanding their request?
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