To Move from Woe to Wow . . . Listen Attentively•	Be fully present and give your customer your full attention.•	Stay calm and remain patient.•	Do not interrupt or become defensive.•	Let the customer express his or her concerns.•	Nod your head and use affirming words to show that you are listening.•	Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.
Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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