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To Move from Woe to Wow . . . Listen Attentively•tBe fully present and give your customer your full attention.•tStay calm and remain patient.•tDo not interrupt or become defensive.•tLet the customer express his or her concerns.•tNod your head and use affirming words to show that you are listening.•tRepeat back and empathize, when necessary. This confirms your understanding of the problem or question.
