Please answer question from 5-10 but I posted 1-4 with answers so it you don't get confused for my customer service class. MAKE SURE IT'S YOUR OWN WORDS. Thanks

1. Why are listening skills important in customer service? Give at least two reasons. Listening skills are very important in customer service because it improves the communication skills of the employee and it also increases customer satisfaction as customers feel heard that their problems or concerns are dealt with nicely, thus improving customer service experience of such customers. 2. What is active listening? What's the difference between hearing and listening? Active listening is the practice where a listener actively listens to the speaker in a communication. It means the listener is paying full attention to the details and everything said by the speaker and is not just sitting idle hearing it. The difference between hearing and listening is that hearing is to just simply hear the sound of anything or anyone while listening means paying attention and doing efforts to listen to the sound and understand what it means. 3. What is non-verbal communication? Nonverbal communication is communication without words spoken or written. It means to communicate without speaking or writing anything, with expressions or other physical movements that help express feelings and emotions from the speaker end and convey it to the listener who understands what it is intended to mean. All this process happens without any party verbally speaking or writing anything to the other. 4. Give 3 examples of non-verbal communication. Three examples of non-verbal communication are smiling at someone, sitting confident, and making gestures such as handshakes to someone. These 3 examples suggest the speaker is happy and friendly to the other person. 6. Give an example and statement you would use to paraphrase: 7. Give an example and statement you would use to clarify: 8. Asking intelligent question helps in the process of listening. Give an example of: a. A Background Question: b. A Probing Question: c. Confirmation Question: 9. List 5 things to consider when answering or talking on the telephone (Telephone tips) or when taking a message or transferring a call. 10. List 3 of the top ten telephone blunders. Explain your answers