The word that will come to mind most when you think of training a great customer support team is ____________. options:

1. mentoring
2. empathy
3. smiling
4. courage

The best customer support agents identify the problem, take control of the situation, and __________.

1. cause the situation to be valuable
2. make the customer feel like they are right
3. actively lead the customer to a solution.
4. bid the customer a fond farewell