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- C.S PORTFOLIO b. Smile A smile tells a customer that employees are probably helpful and friendly; in consequence they will feel welcome and comfortable. However, some customers prefer employees with a serious facial expression. If employees want to improve this skill, they should practice it in front of a mirror. c. Be patient, defer disagreement Customers can’t always establish an efficient communication with employees because maybe they don’t know how to describe their problem or a certain terminology. Based on this, employees should be patient and also make sure that customers have had enough opportunity to express themselves. 6. In your own words define the following: a. Faking attention Pretending to pay attention to someone b. Listening Capacity It is the ability of handle information during a conversation c. Noise Sounds that interrupt a conversation d. Gatekeepers People who analyze the information before the main source can get it. e. Wide Asleep Listener Someone who is pretending to pay attention to the conversation while is thinking about other things f. Habit Something that is practice constantly

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Customer Service Portfolio Unit 2  
Customer Service Portfolio Unit 2  

Valerie Alexandra Argueta López 10th CCLL "C"

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