Ch 3 Application Exercises

Some examples of phrases that can strengthen customer relationships might include all of the following except

"I always..." or "You never..."

Amica representatives are able to provide customer-centered service because they are empowered to provide information. What is an example of a customer-centered response an Amica representative might provide?

As a knowledgeable customer, you'll appreciate the benefits of this new plan. May I share it with you?

Latisha, at P-Town Toys, is faced with a cranky, rushed customer. She uses excellent communication skills to work with this customer. Global terms, which are potentially inflammatory words or phrases used in conversation, tend to inappropriately generalize behavior or group people or incidents together (e.g., always, never, everyone, everything, all the time). It is best to avoid them. In this case, Latisha is showing her ability to try to develop rapport. Rapport is the silent bond built between two people as a result of sharing common interests and issues and demonstrating a win-win, I care attitude. It fosters a feeling that the two people conversing are working together to solve a problem while putting the customer in psychological control of the situation. Latisha: Good afternoon. What a beautiful shirt! Where did you get that? Customer: What's it to you? I need to find a gift for my nephew quick. Latisha: Sure. How old is your nephew? Customer (irritated): He's about five. I really don't have time for small talk, I need to find this and get to his birthday party. Latisha: (Smiles at customer.) Absolutely, let's talk about his likes and dislikes so we can pick the right gift as we walk over to the correct aisle. Latisha: I have found boys at this age really like these new computerized cars. In fact, it is one of our best sellers. (Hands the toy to the customer.) Customer: Ok, I will get this, but I don't like the red one. Latisha: Which color do you think he would like? Customer: I don't know. Latisha: Perhaps blue or green? Customer: Yes, I think green. Latisha: (Quickly grabs the car and starts to walk with customer to the checkout. No employees are at the checkout lanes.) I know you are in a hurry, so why don't you come over to this line and I can ring you up right away. Customer: (Smiling.) Thank you. So your friend's son really liked this car, huh? Latisha: Absolutely. I almost felt bad because he didn't even want to open any more gifts after opening this one! Customer: (Laughs.) Good. Well thanks for your help. Latisha: My pleasure. Would you like me to gift wrap this for you to save time? Customer: That would be great!

answer the following

This activity is important because building and nurturing the customer relationship requires essential communication skills. Knowing the basics of interpersonal communication and preparing for customer interactions are key components in the customer relationship process. The goal of this activity is to demonstrate your knowledge of client communication, including incorporating positivity, being a customer-centric organization, and using assertive service skills. Read the case and answer the questions that follow. Amica Mutual Insurance Company of America was founded in Providence, Rhode Island in 1907 by a visionary businessman (A.T. Vigneron) who saw an opportunity with the invention of the "horseless carriage" (the automobile). Vigneron had two founding principles: To seek out responsible policyholders. Treat customers with respect by providing the best service possible. As a result of these concepts, Amica is the oldest mutual insurer of automobiles in the United States today, with over 3,000 employees nationwide. It now provides homeowners, automobile, marine, and excess liability insurance and does business in all states, except Hawaii. According to their website, "From the start, the companies' mutual insurance model created a different kind of workplace. The focus at Amica was on policyholders and their interests, not stockholders. New employees were quickly trained in the "Amica way" of providing efficient and respectful service. In addition, policyholders received dividends, which were first declared in 1908 and have been paid on most policies every year since." Apparently, their efforts have paid off because they have been in business and have expanded their operations over the past 100+ years. Their website says that they strive to deliver "exceptional service to policyholders." The impact of their efforts in this area is the receipt of the J.D. Power Award for service in their 2009 National Automobile Insurance Study. Amica was rated as one of the best insurance companies in the United States for the 10th year in a row. Additionally, Consumersearch.com (a website that rates and compares insurance companies) reports the following about the Amica: Outstanding customer service Pays claims promptly Low prices A major part of the Amica philosophy on servicing policyholders is the fact that they do not use intermediaries or agents to sell products. Unlike with many insurance companies, if someone contacts Amica by telephone, e-mail, or U.S. mail, they get an Amica representative who is empowered to answer questions rather than taking information and having you wait to speak to a particular person. Update Amica received the J.D. Power 2021 award for "Highest in Customer Satisfaction Among Auto Insurers in the New England Region." This is the 22nd year in a row that the company received an award for customer satisfaction with auto insurers. "This distinguished recognition is the result of our commitment to providing top-notch experiences," said Robert A. DiMuccio, chairman, president and CEO of Amica. "I'm thankful to all of our employees who've worked so hard during these challenging times to make our customers the top priority. Their dedication has been unwavering." The J.D. Power Auto Insurance Study which is the basis for this award measures customer satisfaction in the following areas: interaction, policy offerings, price, billing process and policy information, and claims.

answer the following

Identify the form of assertion that Jane needs to incorporate while dealing with customers.

avoiding blaming the customer

Which of the following is a part of the interpersonal communication model that led to the communication breakdown between Jane and the customer?

busy business environment

Which of the following is an element of effective communication shown by Latisha in this interaction?

developing rapport

All of the following are considered types of filters except

feedback

Amica strives to provide a different kind of workplace. This focus includes training new employees in the "Amica way" of providing efficient and respectful service. One way to provide respectful service is to avoid using all-inclusive terms such as always, never, and everyonewhich could be interpreted negatively. These are known as _____ terms.

global

Which of the following is a reason why there was a communication breakdown in the conversation between Jane and her customer?

inadequate or poor communication

The 2021 J.D. Power Award recognized Amica for customer interaction. One way to foster this interaction is by making customers feel like they are part of the conversation and asking their opinion. This is known as building

rapport

When a customer calls Amica on the telephone, he or she is connected directly to an Amica representative who has the knowledge and empowerment to answer questions. In this type of interpersonal communication, the channel is the

telephone