Why active listening and paraphrasing will aid in negotiating a customer complaint resolution.?

Active listening and paraphrasing are essential in negotiating a customer complaint resolution because they demonstrate empathy and validation of the customer's feelings. By actively engaging with the customer's concerns and restating their points, you clarify understanding and show that you value their perspective. This approach fosters trust and rapport, making it more likely for the customer to be receptive to solutions. Ultimately, it helps create a collaborative environment that can lead to a satisfactory resolution for both parties.