How is being a good listener defined in the Customer Relations Manual?

Being a good listener, as defined in the Customer Relations Manual, emphasizes the importance of giving and inviting specific feedback. This involves active engagement in conversations where the listener not only hears what the speaker is saying but also provides thoughtful, constructive feedback that shows understanding and attention.

Good listening is characterized by open communication, where a listener encourages the speaker to share their thoughts and feelings in a safe environment. This practice helps build trust and rapport, making it essential for strong customer relations. By actively inviting feedback, listeners demonstrate that they value the speaker's perspective and are committed to addressing their needs or concerns effectively.

The other choices do not embody the traits of effective listening. For instance, expressing disagreement may shut down communication and create barriers. Providing unsolicited advice can come across as presumptuous and may not address the speaker's immediate concerns. Similarly, while responding to emotional needs is important in customer relations, it does not encompass the holistic process of listening actively and encouraging feedback from the customer.