Final answer:
It is true that complete listening to a customer involves focusing on their words and emotions without planning a response. Effective communication includes active participation and asking for clarification to demonstrate engagement.
Step-by-step explanation:
To answer the question, it is true that to listen completely to a customer, you should focus on what the customer is saying and not on what you plan to say in response. Effective listening is not just about hearing the words, but also about paying attention to the underlying emotion and being aware of your own emotional response to provide the best customer service experience. It is important to participate actively in discussions, which can involve asking questions for clarification, which demonstrates your interest and engagement.