Ch 3 Cust Service
As a service provider, the key element in making your customer interactions successful is____
to recognize how you tend to communicate by asking those who know you best for feedback
Pet peeves or hot buttons are behaviors such as ___________
Putting someone's call on hold without permission
The silent bond built between two people as a result of sharing common interests is called ________-
Rapport
To deliver quality service effectively, a service provider must _________
Deal with the human being first
_________ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning
Decoding
Which of the following is most likely to cause conflict?
Dependent outcomes
An emotion-reducing communication strategy that helps in handling conflict is
Empathizing with customer
T or F: Eye contact with a customer should be made frequently and held for at least 30 seconds
False
Which of the following is an example of nonassertive behavior?
Giving a limp and weak handshake
The business of customer service _______
Is all about people
Which of the following statements best describes noise?
It refers to the physiological or psychological factors that interfere with the accurate reception of information
Which of the following is most likely to lead to a communication breakdown?
Listen to me
A communication delivered through speech or signals is known as _______
Message
Resentment, frustration and retaliation often result when employees believe their supervisor is ________
Misusing their power
Which of the following is an element of an interpersonal communication model?
Noise
The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called _______
Paraphrasing
Dialogue that is used to enhance relationships, show civility, and build rapport is called ______-
Small talk
When something goes wrong, a service provider should _____
Take responsibility and take appropriate action
T or F: Before providing feedback, taking into consideration the knowledge and skill level of customers is part of encoding
True
The response to a sender's message that allows both the sender and receiver to now that a message was received correctly is called
Verbal feedback
Why is nonverbal feedback more powerful than spoken or written feedback?
Verbal feedback is often subject to interpretation
Which of the following statements is true of the problems associated with channels of communication?
Written communication has the potential for misunderstanding of words
Two way communication involves _____________
an application of all the elements of interpersonal communication
Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of:
assertiveness
You are a customer service provider. When the telephone rings ________
clear your head, focus on the telphone and answer professionally and cheerfully