Can anyone give me the solution for question number 3 & 4 please. ?

166 PART 3 Communication Skills KEY TERMS responsive feedback selective listening filtering reactive feedback active listening empathy CRITICAL THINKING 1. How effective do you think Bitner's suggestion for companies to set up "listening posts" throughout your organization might be? Cite examples. 2. Which of the three levels of listening is most commonly in use as you interact with others in customer service situations? Cite examples and explain. 3. Describe two communication incidents you have experienced recently in which active listening and empathetic listening took place. Compare the listening outcome for each occasion. 4. Of the six communication and listening road- blocks, which three do you think CSRs should most avoid using when serving customers? Explain. WHAT DO YOU THINK NOW? Project 10.1 Assume you are doing a classroom presentation on customer-focused listening, Reread your responses to the What Do You Think? questions that you completed throughout this chapter. What are some service attitudes and practices that promote the sincere desire to pay attention to what customers say? Which service situations promote effective listening and feedback? Which skills should CSRs practice that comple- tomer-focused listening? Compile your responses, as directed by your