MERA Customer Service Screening Practice Test

Active listening is a technique that involves fully concentrating on, understanding, and responding to the speaker. This means that the listener is not just passively hearing the words being spoken, but is actively engaged in the conversation. It requires the listener to pay close attention to the speaker's words, tone, and body language, and to provide feedback through verbal and non-verbal cues. This engagement helps ensure that the listener is not only capturing the information shared but is also demonstrating empathy and understanding, which are crucial in customer service interactions.

Active listening often involves paraphrasing what the customer has said, asking clarifying questions, and providing affirmations that indicate the listener is involved in the conversation. This process helps to build rapport and trust, making the customer feel valued and understood. The other options define behaviors that lack engagement or deep understanding, which are contrary to the essence of active listening.