16. According to the text, why is telling the truth important in customer service interactions? A) It allows employees to avoid confrontation with customers. B) It helps employees to gain customers' trust and respect. C) It enables employees to provide quick solutions to problems. D) It prevents customers from asking too many questions. 17. What does the text suggest about multitasking in customer service? A) Multitasking is essential for providing efficient service. B) Digital natives are better at multitasking than digital immigrants. C) Multitasking can lead to distractions and reduced productivity. D) Multitasking allows employees to focus better on customer needs