Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)
A. If necessary, describe how the specific behavior affects the conversation.
B. Be sure to point out specific examples of where the customer is wrong about the issue.
C. Try to find a way to say, “You are right” to endorse the customer.
D. Repeat whatever the customer says.
E. Speak loudly and clearly to make sure the customer knows you are in charge.
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