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Instructions Click the speaker button and listen carefully to the excerpt of a dialog between a customer and a service . A positive and helpful attitude technician. Then indicate whether the technician provided the appropriate level . Listening without interrupting your customer of customer service or the category where customer service could be improved. Audio Transcript . Proper and polite language [Telephone ringing.] . Sensitivity to cultural differences Technician: Help Desk, this is Mike. How can I help you? Taking ownership of the problem Customer. Hi Mike, this is Maggie again. You said you were going to call me back