Clarifying 101

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 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)

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

<p>Reflects that the agent is reading what the member says</p> Signup and view all the answers

<p>They would much rather have you ask clarifying questions in order to get the right resolution</p> Signup and view all the answers