Ch. 3 cs

An example of a negative question is Blank______.

"Why do you want that product?"

______ people are self-assured and state what they believe to be true in a self-confident manner.

Assertive

It deals with expressing ideas positively and with confidence.

Jose told his customer "If you had kept your receipt, I could refund your money."

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

assertive

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

assertive

How can the receiver in a two-way communication clarify the meaning of a message from the sender?

by paraphrasing the message

Darryl thought the acoustics in the room were terrible. Whenever the speaker played an audio clip, the sound bounced all over the room and was hard to discern. What type of noise is Darryl experiencing?

environmental

Customer service professionals use paraphrasing to Blank______.

express their understanding of a customer's message

Which of the following is typically classified as the best channel of communication?

face-to-face

Which action would reflect a service provider who knows how to focus on the customer as a person?

finding a colleague to help a customer if unable to answer a question directly

Jorge explained to the customer that the items he wanted would ship by Tuesday, and the customer responded that he had to have everything no later than that Monday. After he hung up the phone, Jorge didn't know if the customer was angry because the items would ship a day after he wanted them or if he was happy because they were shipping almost a week before he needed them. Which part of the interpersonal communication model does Jorge need to clarify?

message

Which of the following is classified as a psychological factor of noise?

mood

Which of the following terms is classified as a global term?

never

As Kelly approached the customer service counter she noticed that the representative never looked away from his computer screen. What type of feedback is the representative providing?

nonverbal

Osvaldo knows that he can become impatient when customers go into unnecessary detail regarding a product return. He makes a point of not interrupting and staying pleasant as customers share their information. Osvaldo is demonstrating self-awareness of a(n) Blank______ and modifying his behavior so it does not decrease customer satisfaction.

pet peeve

One contributing factor in a communication breakdown may be a Blank______.

problematic question

In a two-way communication model, the Blank______ chooses the communication channel and encodes the intended message.

sender

An example of a question that would most likely cause a breakdown in communication is Blank______.

"Aren't you going to purchase this product?"

It is more appropriate to use Blank______ statements when dealing with a customer.

"I"

An example of provider-centered language is Blank______.

"Let me explain the features of this television"

What is the final step in the PLAN process?

Nurture a continuing relationship.

______ is when you as the receiver repeat the sender's message, but in your own words.

Paraphrasing

A customer has waited in a line for about half an hour to meet with Suruthi, the customer service executive. How should Suruthi greet the customer?

Thank the customer for being patient, apologize for the delay in service, and ask how she can be of help.

True or false: "I" or "we" messages go a long way in subtly letting the customer know that you have the knowledge, confidence, and authority to help out.

True

True or false: Assertiveness is a learned skill.

True

An example of verbal feedback is Blank______.

a manager telling employees that their performance is not satisfactory

Before placing a caller on hold, customer service people should Blank______.

ask permission

To build rapport with a customer calling with an issue, a customer service representative should Blank______.

ask the customer for input on what action would best address the issue

Barbara is listening to a customer explain the details of a product issue when she needs an important clarification to properly initiate resolution. As the customer continues to speak, what should Barbara do?

ask the customer if she could please interrupt to clarify some information

The method that you use to transmit your message is called the Blank______.

channel

Service providers should always focus their message on the Blank______.

customer

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

deal with the human being before dealing with the business concerns

Psychological barriers in the form of personal experiences, lessons learned, societal beliefs, and values through which people process and compare the information they receive to determine its significance are known as Blank______.

filters

While answering a customer's question, Joyce noticed a puzzled look on the customer's face and asked "Did I explain that clearly?" to which the customer nodded. The customer in this exchange is exhibiting what form of feedback?

nonverbal

Heidi responded to a customer, "I am so sorry the dress didn't arrive on time for the engagement party. If I understand you correctly, you would like to return the dress to your local store instead of shipping it back to the company. Is that correct?" What is Heidi using in her communication?

paraphrasing

Someone who is in the business of customer service should be focused on Blank______.

people

According to the PLAN process, a customer service professional should be Blank______.

proactive

The component in the two-communication model that gathers the sender's message and decides how to react to it is the Blank______.

receiver

Encoding is the stage in the interpersonal communication process in which the Blank______ decides what message will be sent and how it will be transmitted along with considerations about the Blank______.

sender; receiver

Which behavior would be best associated with an assertive communication style?

taking ownership

When approached by a customer wanting to return a product, which response by a cashier would be best?

"We're sorry this product did not meet your needs. I will process the return for you."

An example of a nonproblematic question is Blank______.

"What makes you feel that way?"

An example of a positive question is Blank______.

"What makes you feel that way?"

An example of a problematic question is Blank______.

"Why do you feel that way?"

Identify an example of a customer-centered language.

I'll take care of that right away.

Which of these customer service professionals is using verbal finger-pointing?

Jose told his customer "If you had kept your receipt, I could refund your money."

Cecilia responded to more than 60 customer complaints about the company website, and by the end of the day she didn't even listen to the customers but told them the company was working on it and doing everything they could. While she did share the company's response, many customers felt she was rude. Which part of the PLAN process is Cecilia failing to use?

Let your customers know they are important.

Which of the following is a way to demonstrate assertiveness?

Listen openly to the customer.

Matt writes an e-mail to Jacinta and Abdul, informing them that a product has been flagged as defective and they should notify any customers who call that they will receive an immediate refund. Identify the sender in this scenario.

Matt

A customer service executive intends to put a call on hold. What should the customer service person say to the customer before doing this?

May I put the call on hold?

Why does customer satisfaction hinge on an organization's ability to transmit and receive messages freely and effectively with current and potential customers?

The business of customer service is all about people.

Why do customer-service professionals use small talk while delivering service to customers?

To communicate on a personal level

Which of the following is most likely to build a customer relationship?

"How may I help?"

Which represents the start of an assertive response?

"I believe the problem is . . ."

Which scenario is an example of two-way communication?

A server welcomes a table of new guests and gathers their order information.

In the two-way communication model, occurs as the sender evaluates what must be done to effectively put a message into a format that the receiver will understand.

Blank 1: encoding or encode

The response given to a sender's message that allows both the sender and receiver to know that a message was received correctly is called verbal .

Blank 1: feedback

The number of customer service representative jobs in the United States is expected to (increase or decrease?) within the coming years.

Blank 1: increase

True or false: Aggression can assist in solving problems; assertiveness can escalate and cause relationship breakdowns.

False

True or false: Communicating aggressively involves elements of self-respect and respect for others.

False

True or false: Feedback is not one of the elements in the two-way communication model.

False

Raj is given the task of communicating a critical procedural change to his team. He promptly sends a very concise, clearly worded email. What should Raj do next to make sure his intended message was received?

Get feedback from the team to ensure they received and correctly interpreted the message.

Carol is angry that a product she ordered online hasn't been delivered to her. She calls the customer service hotline asking for an explanation. Which of the following responses from the customer service executive is most likely to help in avoiding a negative impression?

I will check with our logistics team and get back to you soon.

Which of the following statements is true of assertive communication?

It deals with expressing ideas positively and with confidence.

Connie works in a coffee shop and makes it a point to ask the name of each guest and recall it for future visits. She also takes time to ask about each guest's day. Connie is demonstrating which element of the PLAN model for customer communication?

Let your customer know they are important.

Some theme parks have adopted the policy of referring to customers as "guests." Which part of the PLAN process does this policy demonstrate?

Let your customers know they are important.

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 customers know they are important.

Which of these customer service professionals is demonstrating how to make a customer feel welcome?

Patrice told the customer that she understood completely and the company would be happy to initiate a refund for the defective bicycle parts.

Lucy manages a team of customer service professionals. Each month she guides her team in role-playing exercises of select customer scenarios. Which aspect of the PLAN process is Lucy supporting through these exercises?

Prepare for positive customer interactions.

______ 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

An example of nonverbal feedback is Blank______.

a manager avoiding direct eye contact with an employee

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 Blank______ service behavior.

aggressive

Factors such as age, expertise, and cultural background can lead to Blank______ errors during communication and cause a breakdown in the interpersonal communication model.

decoding

The stage in the interpersonal communication process in which messages are analyzed by a receiver in an effort to determine the sender's intent is known as Blank______.

decoding

An aggressive person prefers to Blank______ the conversation.

dominate

Janet sends a scanned copy of her wedding invitation to Carly over e-mail. What is the channel in this scenario?

e-mail

Bailey is giving a presentation to an international client. He takes time to research the client's culture, language, and corporate values and uses that information to ensure his presentation is clear and unoffensive. Bailey is demonstrating a focus on the Blank______ aspect of his communication.

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

Mike has been asked to stop by his supervisor Jamila's office for a discussion. At his last job, the supervisor was never satisfied and regularly reprimanded employees without a reasonable explanation. Mike prepares to defend himself during his meeting with Jamila. Mike's defensive attitude based on past experience represents a communication Blank______ that could negatively impact his discussion with Jamila.

filter

Which element of the interpersonal communication model can be "lost" if care is not taken to understand factors that may impact the customer's interpretation?

message

Factors, people, or situations that personally irritate or frustrate service providers and that, when left unchecked, can create a breakdown in effective service are known as Blank______.

pet peeves

According to the PLAN guide, the first step a customer service professional should take is Blank______.

prepare for customer interactions

One technique for asking nonproblematic questions is to avoid starting with the word Blank______.

why

Which of these customer service professionals is using a global term?

Adil told the customer that his company always returns email inquiries within 24 hours, so he wasn't sure why the customer hadn't heard anything.

______ customer service is good for solving problems while Blank______ customer service may escalate them.

Assertive; aggressive

______ involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.

Assertiveness

True or false: Customer service professionals must be aware of their own pet peeves, as well as those of individual customers.

True

True or false: Feedback typically comes in the form of nonverbal reactions or verbal responses or questions during face-to-face or telephonic communication.

True

Peter, a customer sales executive, is confronted by an angry customer who wants a replacement because the color of product he received did not match its description. Which of the following responses from Peter would help in avoiding to create a negative impression?

What color did you anticipate?

Reuben comments about the poor-service standards of a retailer in an online customer forum. The retailer replies in the same online forum saying it will improve its service standards in the future. In this scenario, the retailer is initially the Blank______ of Reuben's message, then switches to the role of the Blank______ when it replies to Reuben's comment on the online platform.

receiver; sender

Micah says to a customer, "You seemed to have broken this toy. How can I provide a refund?" By saying this, she is most likely to foster Blank______ within the customer.

resentment

The component of the two-way communication model that initiates a message is the Blank______.

sender

Dialogue used to enhance relationships, show civility, and build rapport is known as Blank______.

small talk

Jennifer is a server and makes a point of asking customers how their day is going and what they have planned. She responds with encouragement or finds a way to relate to their experiences. Jennifer is using Blank______ to make a personal connection with her customers.

small talk

Each time a customer service professional interacts with a customer over the phone, they are participating in Blank______ communicaiton.

two-way

A way to demonstrate assertiveness is to Blank______.

use appropriate eye contact

The is the idea or concept that you or your customer wishes to convey.

Blank 1: message or messages