Difference between active and passive listening.

1-Explain the difference between active and passive listening.2-What are two ways to let a customer know you are listening when you are interacting face to face? 3-What is paraphrasing? 4-List six benefits of active listening. 5-What are three nonverbal ways that people communicate?6-What is an open-ended question? 7-Name the three factors that influence tone of voice. 8-What information should you capture about a customer’s incident or service request? 9-How can you obtain the information you need to resolve an incident? 10-What are three cues that a customer may give when he or she is confused or unsure