When kwame listens to a customer, he paraphrases the customer's request or complaint to make sure he understands it. which active listening skill is he using?

When Kwame listens to a customer, and he pharaphrases the request or complaint of a customer to understand it, he is using an active listening skill called reflecting. It is an important skill to acquire the customer's idea, stating the idea back to the customer, and reapeat until it is confirmed that both ideas match which would mean understanding the statement correctly.