chapter 3

An example of provider-centered language is ___.

"let me explain the features of this television."

Which of the following is a way to demonstrate assertiveness?

Listen openly to the customer

Which of the following is a guideline for making regular eye contact?

Normally no longer than three to five seconds at a time

___ is the silent bond between two people as a result of sharing common interests and issues and demonstration of a win-win, I care attitude.

Rapport

When processing a return, Akansha said to her customer "You should not have opened the product. Now you will need to settle for a store credit." Akansha's statement exhibits ___ service behavior.

aggressive

Julianna told the customer, "Here is my position on the situation. What is your reacton to that?" Julianna is demonstrating ___ behavior.

assertive

The goal of ___ communication is to disagree or express dissatisfaction in a manner that does not create a breakdown in the relationship

assertive

To deliver quality service effectively, a customer service professional must ___.

deal with the human being before dealing with his or her business concerns

in the two way communication model, _ occurs as the sender evaluates what must be done to effectively put his or her message into a format that the receiver will understand

encoding

Colin is a math major and enjoyed the speaker's talk that focused on using calculus in everyday life. his roommate said he hated the presentation because he never understood math. Which aspect of the interpersonal communication model is affecting their individual perceptions?

filter

When a customer complains about the store's refund policy, Julian agrees and gives the customer a toll-free number to call the corporate office. By deferring responsibility, Julian is ignoring which element of the PLAN model for positive customer communication?

let your customer know they are important

the "_" is the idea or concept that you or your customer wishes to convey

message

Brian knows that he can become impatientt when customers say unnecessary information about a product return. He chooses not to interrupt them. Brian is demonstrating self awareness of an ___ and modifying his behavior so it does not decrease customer satisfaction.

pet peeve

According to the pLAN guide, the first step a customer service professional should take is ___.

prepare interactions

Customer service professionals should have excellent interpersonal skills because

they have little control over the emotional state of their customers