If an employee repeats a customer's problem and asks, “Have I understood you correctly?”, what is the employee doing?
Answer and explanation
Correct answer: Confirming understanding.
Repeating the customer’s concern and asking for confirmation is a checking technique within active listening. It allows the employee to correct an inaccurate interpretation before offering a solution and shows the customer that the issue has been heard carefully. The purpose is not to hide the problem or give wrong information; a respectful summary also need not be an interruption.
Frequently asked questions
What is the correct answer to this question?
Confirming understanding.
Why is this the correct answer?
Repeating the customer’s concern and asking for confirmation is a checking technique within active listening. It allows the employee to correct an inaccurate interpretation before offering a solution and shows the customer that the issue has been heard carefully. The purpose is not to hide the problem or give wrong information; a respectful summary also need not be an interruption.
Which subject and chapter does this question cover?
This is a Class 10 English question. Chapter: First Flight Prose.
