Which communication skill is emphasized in the CTA's training for employees handling complaints?

Active listening is a crucial communication skill emphasized in the CTA's training for employees handling complaints. This skill allows employees to fully engage with the individual's concerns, ensuring that they feel heard and understood. By practicing active listening, employees can accurately grasp the specifics of the complaint, which helps in formulating appropriate responses and solutions.

This approach not only builds rapport with customers but also demonstrates empathy and attentiveness, which can de-escalate tense situations. Active listening involves giving the speaker undivided attention, nodding, summarizing their points, and asking clarifying questions. Such techniques help employees to connect more effectively with customers, ultimately improving service quality and customer satisfaction.

In the context of handling complaints, other communication skills, while important, do not address the immediate need for understanding and resolving the customer's issues in the same direct way that active listening does.