HDI Customer Service Representative (CSR) Practice Test 2025 - Free CSR Practice Questions and Study Guide

Question: 1 / 400

What role does paraphrasing play in customer service?

To express disagreement with the customer

To confirm understanding by rephrasing customer statements

Paraphrasing plays a crucial role in customer service as it involves rephrasing the customer's statements to confirm understanding. This technique helps to ensure that the customer feels heard and validates their feelings or concerns. By restating what the customer has said, the CSR demonstrates active listening, which can enhance the overall communication process and build rapport.

Furthermore, paraphrasing serves to clarify any misunderstandings that may arise during the conversation. When a CSR accurately reflects back the customer’s issues or requests, it allows the customer to see that their points are being taken seriously and acknowledges their perspective. This can lead to a more effective resolution of the customer's concerns, ultimately improving customer satisfaction and trust in the service provided.

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To summarize points in a formal way

To distract from complex issues

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