Active listening best demonstrates which action during a service recovery conversation?

• A. Listen without interrupting
• B. Provide quick answers
• C. Avoid eye contact
• D. Multitask during the conversation

Answer: (A)

Active listening in a service recovery conversation means giving the customer your full attention and letting them speak without interruption. This approach shows you value their experience, allows them to fully describe what happened, and helps you understand the underlying problem and their needs. By listening without interrupting, you can acknowledge feelings, paraphrase to confirm understanding, and tailor a fair, effective resolution. Quick answers, avoiding eye contact, or multitasking undermine trust and typically miss important details, making it harder to fix the issue.