Chapter 3 unit 2
An example of a negative question is ____.
"Why do you want that product?"
Dialogue used to enhance relationships, show civility, and build rapport is known as ____.
Small talk
An example of a problematic question is ____.
"Why do you feel that way?"
True or False: Assertiveness is a learned skill.
True
An example of verbal feedback is ___.
A manager telling employees that their performance is not satisfactory
Julianna told the customer, "Here is my position on your situation. What is your reaction to that?" Julianna is demonstrating ___behavior.
Assertive
___ people are self-assured and state what they believe to be true in a self-confident manner.
Assertive
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 _____ that could negatively impact his discussion with Jamila.
Filter
One technique for asking nonproblematic questions is to avoid starting with the word ______.
Why
How can the receiver in a two-way communication clarify the meaning of a message from the sender?
by paraphrasing the message
Which of the following is typically classified as the best channel of communication?
face-to-face
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
Which of the following terms is classified as a global term?
never
An example of a question that would most likely cause a breakdown in communication is ____.
"Aren't you going to purchase this product?"
The question that is least likely to cause a breakdown in communication is _____.
"Could we try this rug instead?'
An example of provider-centered language is ____.
"Let me explain the features of this television."
To deliver quality service effectively, a customer service professional must ____.
Deal with the human being before dealing with the business concerns
Factors such as age, expertise, and cultural background can lead to ___ 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 ____.
Decoding
Customer service professionals use paraphrasing to ____.
Express their understanding of a customer's message
Which of the following is a way to demonstrate assertiveness?
Listen openly to the customer
According to the PLAN process, a customer service professional should be ____.
Proactive
Which behavior would be best associated with an assertive communication style?
Taking ownership
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: 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
Nadia approaches a service provider at a home improvement store with a question regarding an appliance. Which response would give Nadia a positive impression?
"That is not my department, but let me locate someone who can help you."
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."
Positive language is important when interacting with customers. How might the question "Why don't you like this product?" be reworded to facilitate a more positive interaction?
"What is it about this product that does not meet your needs?"
An example of nonverbal feedback is ____.
A manager avoiding direct eye contact with an employee.
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.
Identify an example of a customer-centered language.
I'll take care of that right away.
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.
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 senders in this scenario.
Matt
In a two-way communication model, the ___ chooses the communication channel and encodes the intended message.
Sender
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?
The ___ is the idea or concept that you or your customer wishes to convey.
Message
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.
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.
To build rapport with a customer calling with an issue, a customer service representative should ____.
Ask the customer for input on what action would best address the issue
When you politely use an "I" statement to let the customer know how you feel about a situation, you are demonstrating ___ behavior.
Assertive
True or False: Aggression can assist in solving problems; assertiveness can escalate and cause relationship breakdowns.
False
True or False: Feedback is not one of the elements in the two way communication model.
False
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 ____.
Feedback
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 ____ that could negatively impact his discussion with Jamila.
Filter
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
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.
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.
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 arer important.
When compared to verbal feedback, nonverbal feedback can be____ powerful due to many factors that can affect customer interpretation.
More
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
What is the final step in the PLAN process?
Nurture a continuing relationship.
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
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 bicyle parts.
According to the PLAN guide, the first step a customer service professional should take is ______.
Prepare for customer interactions
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
The component in the two-communication model that gathers the sender's message and decides how to react to it is the _____.
Receiver
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 ____ of Reuben's message, then switches to the role of the ___ when it replies to Reuben's comment on the online platform.
Receiver; sender
Encoding is the stage in the interpersonal communication process in which the ___ decides what messages will be sent and how it will be transmitted along with considerations about the ____.
Sender; receiver
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 ___ to make a personal connection with her customers.
Small talk
Janet sends a scanned copy of her wedding invitation to Carly over e-mail. What is the channel in this scenario?
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.
encode
The number of customer service representative jobs in the United States is expected to (increase or decrease?) within the coming years.
increase
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
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) ___ and modifying his behavior so it does not decrease customer satisfaction.
pet peeve
Before placing a caller on hold, customer service people should ____.
Ask permission
____ customer service is good for solving problems while ____ customer service may escalate them.
Assertive; aggressive
Each time a customer service professional interacts with a customer over the phone, they are participating in ___ communication.
Two-way
A way to demonstrate assertiveness is to ____.
Use appropriate eye contact
An aggressive person prefers to ___ the conversation.
dominate
