Managing customer relations chapter 3
In a two-way communication model, the Blank______ chooses the communication channel and encodes the intended message.
Sender
The component of the two-way communication model that initiates a message is the Blank______.
Sender
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.
"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
Feedback typically comes in the form of nonverbal reactions or verbal responses or questions during face-to-face or telephonic communication
True
When approached by a customer wanting to return a product, which response by a cashier would be best? The company's process is confusing, but I'll do my best to process your return." "We allow returns, but I will need you to provide a good reason for the paperwork." "You seem to have chosen the wrong product, but I can process the return for you." "We're sorry this product did not meet your needs. I will process the return for you."
"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 a problematic question is Blank______.
"Why do you feel that way?"
Which scenario is an example of two-way communication? Multiple choice question. A coach reads an athlete conduct statement to team members. A student watches an on-line video of a professor solving a calculus problem. A server welcomes a table of new guests and gathers their order information. A customer calls a help desk and is routed to a recorded list of instructions for resolving the problem
A server welcomes a table of new guests and gathers their order information.
involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.
Assertiveness
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?
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.
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.
Which of the following is a way to demonstrate assertiveness?
Listen openly to the customer.
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?
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
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.
agressive
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
When you politely use an "I" statement to let the customer know how you feel about a situation, you are demonstrating Blank______ behavior.
assertive
How can the receiver in a two-way communication clarify the meaning of a message from the sender?
by paraphrasing the message
The method that you use to transmit your message is called the
channel
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
Janet sends a scanned copy of her wedding invitation to Carly over e-mail. What is the channel in this scenario?
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 ______ aspect of his communication.
encoding
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.
encoding
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.
encoding
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
The stage of the interpersonal communication process in which a receiver responds to a sender's message is known as
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
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
The ________________ is the idea or concept that you or your customer wishes to convey.
message
When compared to verbal feedback, nonverbal feedback can be Blank______ powerful due to many factors that can affect customer interpretation.
more
Which of the following terms is classified as a global term?
never
According to the PLAN guide, the first step a customer service professional should take is Blank______.
prepare for customer interactions
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
receiver
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
Which behavior would be best associated with an assertive communication style?
taking ownership
Clarke, the CEO of Free Media Inc., writes an e-mail to David, a middle-level manager, listing all the policy changes that he would like to see within the organization. David, who thinks that the CEO's e-mail is too complicated because of its language, paraphrases the received message so that it can be shared with his team. In this scenario, when does decoding occur?
when David paraphrases the message
One technique for asking nonproblematic questions is to avoid starting with the word ____
why
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.
An example of provider-centered language is Blank_____
"Let me explain the features of this television"
Feedback is not one of the elements in the two-way communication model.
False
When she began her job, Micah was provided with a product guide and was asked to study the information in the guide so she was better equipped to speak with customers who called with inquiries and complaints. Which part of the PLAN process does this demonstrate?
Prepare for positive customer interactions.
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
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
filters
The component in the two-communication model that gathers the sender's message and decides how to react to it is the Blank______.
receiver
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. Tomas told the customer a full refund would be issued. Shari told the customer she would refer the issue to her manager and get back to him as soon as possible. Jeremiah reminded the customer that any broken parts would only be partially refunded and return postage was the responsibility of the customer.
Patrice told the customer that she understood completely and the company would be happy to initiate a refund for the defective bicycle parts.
