Ch 5 - Customer Service, Skills for Success

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________ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment A attending B comprehending C hearing D assigning

A attending

________ are service provider projections made about underlying customer message meanings based on past experiences A faulty assumptions B information overloads C psychological distracters D listening gaps

A faulty assumptions

Hearing

A passive physiological process of gathering sound waves and transmitting them to the brain for analysis it is the first phase of the listening process

the way someone views an item, situation, or others called a(n) A perception B bias C stereotype D inflection

A perception

Recognition

A process that occures in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again

T/F: True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process.

False

The circadian rhythm is not applicable to all people T/F

False

The last step in the listening process is comprehending or assigning meaning.

False

The rate at which the human brain processes information is slower than the speed at which the average adult speaks.

False

The situation of a listener being bombarded with data from many sources is often called information recall.

False

True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process.

False

people who have a preference for the rational style tend to be impatient T/F

False

the last step in the listening process is comprehending or assigning meaning T/F

False

the research of dr Ralph g Nichols has little application to the customer service industry T/F

False

Service provider projections made about underlying customer message meanings based on past experiences

Faulty assumptions

__ are service provider projections made about underlying customer message meanings based on past experiences.

Faulty assumptions

Characteristics of effective listeners

Focused, responsive, alert,understanding,caring,empathetic, unemotional, interested, patient, cautious and open

A passive physiological means of gathering sound waves and transmitting them to the brain for analysis. It is the first phase of the listening process.

Hearing

Which of the following is a personal obstacle that can cause listening breakdown?

Hearing loss

Congruence

In Communication this relates to ensuring that verbal message sent match or are in agreement with tg nonverbal cues used

Characteristics of ineffective listeners

Inattentive, uncaring, distracted, unconcerned, insensitive, smug/conceited,emotionally involved,self-centered, judgmental,disorganized and defensive

Examples of closed end question

Is the pain in your tooth constant or just periodic How many workers do you have do you agree that Wr should begin right away yiy

The term applied to the difference in the rate at which the human brain can receive and process information and at which most adults speak.

Lag time

An active, learned process consisting of four phases: receiving/hearing the message, attending, comprehending/assigning meaning, and responding.

Listening

The difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the US

Listening gap

The ability to gain, store, retain, and recall information in the brain for later application.

Memory

__ is the ability to gain, store, and retain information in the brain for later application.

Memory

Customer needs

Motivators or drivers that cause customers to seek out specific types of product or service. These may be marketing driven by advertising they have seen or may tie directly to Dr Abraham Maslow hierarchy of needs theory

Information gathering techniques

Open end questions identify customer needs, gather a lot of information, uncover background data, uncover objections during a sale,give the customer an opportunity to speak

____ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment

attending

___ is often displayed through nonverbal cues(nodding or cocking of the head to one side or the other, smiling, or using paralanguage)

attentiveness

Refers to mental factors that can cause a shift in focus in interacting with others. Examples are state of health and personal issues.

Psychological distractors

Objections

Reason given by customer for not wanting to purchase a product or service during an interaction with a salesperson or service provider

A process that occurs in thinking when a previously experienced pattern, event, process, image, object that is stored in memory is encountered again.

Recognition

Information overload

Refers to having too many messages coming together and causing confusion, frustration, or an inability to act

Psychological distractions

Refers to mental factors that can cause a shift in focus in interacting with others example are state of health and personal issues

Responding

Refers to sending back verbal and nonverbal messages to a message originator

Refers to sending back verbal and nonverbal messages to a message originator.

Responding

Which of the following is an example of an external obstacle to listening?

Ringing phones

Faulty assumptions

Service provider projections made about underlying customer message meaning based on passed experiences

Strategies for improved listening

Stop talking, prepare yourself, listen actively, show a willingness to listen, show empathy,be patient, listen openly, ask questions, take notes, don't argue

The rate at which the human brain processes information

Thought speed

If a customer specifically asks to speak to or be served by someone else, this could be an indicator of poor listening.

True

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

True

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.

True

T/F: Attending is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

True

T/F: Attentiveness is often displayed through nonverbal cues such as nodding or cocking of the head to one side or the other, smiling, or using paralanguage.

True

T/F: Closed-ended questions are typically used to verify information already given.

True

T/F: Empathy requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.

True

T/F: Faulty assumptions are service provider projections made about underlying customer message meanings based on past experiences.

True

T/F: Hearing is usually a simple process.

True

T/F: If a customer specifically asks to speak to or be served by someone else, this could be an indicator of poor listening.

True

T/F: In dealing with customers, try to avoid subjective opinions or judgments.

True

T/F: Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

True

T/F: Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.

True

T/F: Many companies offer programs to help employees deal with personal and performance issues. These programs are often called employee assistance programs.

True

T/F: Memory is the ability to gain, store, and retain information in the brain for later application.

True

T/F: Mental factors that can cause a shift in focus in interacting with others are known as psychological distractors.

True

T/F: Most people take the listening skill for granted.

True

T/F: Once your ears pick up sound waves, the brain goes to work to focus on, or attend to, what was heard.

True

T/F: One cannot talk and actively listen at the same time.

True

T/F: Open-end questions start with words like who, when, what, how, and why and are used to engage others in conversation or to gain input and ideas.

True

T/F: Particularly in customer service situations, an effective listener should be understanding.

True

T/F: Positive approaches to listening to a customer include turning off noisy equipment, facing the person, making eye contact and smiling.

True

T/F: Recognition a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again.

True

T/F: Ringing phones is an example of an external obstacle to listening.

True

T/F: Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century.

True

T/F: The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.

True

T/F: The best way to determine what customers want and expect is to ask them.

True

T/F: The circadian rhythm refers to the psychological 24-hour cycle associated with the earth's rotation.

True

T/F: The first phase in active listening is hearing or receiving the message.

True

T/F: The listening gap is understood to be the difference between the speed at which the brain can comprehend communication and the speed at which the average adult speaks.

True

T/F: When a customer calls to complain about a problem, it is important to find out the background information about the customer or situation.

True

T/F: When you are ill, fatigued, in poor physical condition, or not feeling well, listening can suffer.

True

The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.

True

The circadian rhythm refers to the psychological 24-hour cycle associated with the earth's rotation.

True

The first phase in active listening is hearing or receiving the message.

True

hearing is usually a simple process T/F

True

observing people, listening to them objectively, and responding according to the sitatuation helps avoid stereotyping people T/F

True

once your ears pick up sound waves, the brain goes to work to focus on, or attend to, what was heard. T/F

True

the first phase in active listening is hearing or receiving the message T/F

True

Example of open end questions

Why has the printer been malfunctioning? What is the main use of thid product? How do you normally use the product?

Indicators of poor listening

You find yourself daydreaming while a customer is speaking. You answer questions incorrectly because you didn't actually listen

recognition is...

a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again

Recognition is __.

a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again.

If you regularly have to ask people to repeat information, you should __.

do a self-check on your listening style to see whether you need to improve

___ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants and concerns

empathy

A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as __.

hearing

a passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as...

hearing

what is one example of a personal obstacle that can cause listening breakdown?

hearing loss

The situation of a listener being bombarded with data from many sources is often called

information overload

_____ is the primary means that many customer service professionals use to determine the needs of their customers

listening

___ is the ability to gain, store and retain information in the brain for later application

memory

___ is especially important when a language barrier or speech disability is part of a customer's situation

patience

Mental factors that can cause a shift in focus in interacting with others are known as __.

psychological distracters

Mental factors that can cause a shift in focus in interacting with others are:

psychological distracters

____ refers to sending back verbal and nonverbal messages o a message originator

responding

what is the last phase of the listening process?

responding

The listening gap is understood to be the difference between __.

the speed at which the brain can comprehend communication and the speed at which the average adult speaks

Is listening the primary means that many customer service professionals use to determine the need of their customers?

true

Positive approaches to listening to a customer include __.

turning off noisy equipment, facing the person, making eye contact and smiling.

an effective listener should be?

understanding

Closed-ended questions are typically used to __.

verify information already given.

Factors outside an organization or the sphere of one's influence that can cause challenges in delivering service.

External obstacles

Listening

An active,learned process consisting of 4 phases: receiving/hearing the message, attending, comprehending/assigning meaning and responding

people who have a preference for the inquisitive style may tend to ________ A communicate informally B like to be with people even in leisure activities C use cool and brief handshakes, often in smiles D like to be on a first-name basis.

C use cool and brief handshakes, often without a smile.

of the four behavioral styles, which is most characterized as people- oriented, fun loving, upbeat and extroverted A inquisitive B expressive C rational D decisive

B expressive

the situation of a listener being bombarded with data from many sources is often called _____ A information recall B information overload C information stress D information gathering

B information overload

________ style is the behavioral group most characterized by being introverted and task focused A impatience B inquisitive C rational D decisive

B inquisitive

________ is the ability to gain, store, and retain information in the brain for later A recognition B memory C comprehension D response

B memory

The phase of the listening process in which a listener focuses attention on a specific sound or message being received from a person or the environment.

Attending

__ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

Attending

__ is often displayed through nonverbal cues such as nodding or cocking of the head to one side or the other, smiling, or using paralanguage.

Attentiveness

Additional question guidelines

Avoid criticism, ask only positively phrased questions, ask direct question

________ is often displayed through non verbal cues such as nodding or cocking of the head to one side or the other, smiling, or using paralanguage A expressive B attentiveness C objectivity D bias

B attentiveness

in communication, _______ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used A empathy B congruence C convergence D Comparison

B congruence

if you regularly have to ask people to ask people to repeat information, you should _________ A become more emotionally involved in conversations B do a self check on your listening style to see whether you need to improve C blame your employers employee assistance program D learn to behave defensively

B do a self check on your listening style to see whether you need to improve

External obstacles

Factors outside an organization or the sphere of one's influence that can cause challenges in delivering service

Personal obstacles

Factors that can limit performance or success in life example are disabilities, lack of education and biases

The phase of the listening process in which the brain attempts to match a received sound or message with other information stored in the brain as a memory in order to recognize or extract meaning from it.

Comprehending or Assigning Meaning

Biases

Belief or opinions that a person has about a group. Often based on unreasonable distortions of prejudice

Employee assistance program

Benefit package offered to employees by many organizations that provide services to help employees deal with personal problems that might adversely affect their work performance e.g legal financial, behavioral and mental counseling services

The beliefs or opinions that are generally held about someone or something

Biases

in customer service, many people do not always do not always act the way you want them to. Hence, for those in customer service, _______ A controlling others behavior is necessary B isolation from such customers is essential C adaptability is crucial D behavior studies are a waste of time

C adaptability is crucial

_______ is the primary skill most people have for gathering information A talking B writing C listening D researching

C listening

_______ refers to continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them. A win win situation B sterotyping C process improvement D disparate treatment

C process improvement

The physiological 24-hour cycle associated with the Earth's rotation that affects metabolic and sleep patterns in humans as day displaces night.

Circadian rhythm

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed A seamless service B stereotyping C disparate treatment D a win win situation

D a win win situation

A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as ____ A comprehending B memorizing C attending D hearing

D hearing

which of the following is a personal obstacle that can cause listening breakdowns? A physical barriers B Information overload C ringing phones D hearing loss

D hearing loss

________ is especially important important when a language barrier or speech disability is part of a customer's service A emotional involvement B Defensiveness C subjectivity D patience

D patience

Which of the following is an example of an external obstacle to listening A self talk B Preoccupation C personal fatigue D ringing phones

D ringing phones

The listening gap is understood to be the difference between _______ A the speed of sound and the speed of reception B the speech rate of 125 to 150 words per minute and the thought rate of 80 to 100 words per minute C a customer explaining a problem and a customer service representative understanding it D the speed at which the brain can comprehend communication and speed at which the average adult speaks

D the speed at which the brain can comprehend communication and speed at which the average adult speaks

__ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.

Empathy

A service provider should be sure to label a person as being one behavioral style T/F

False

Nonverbal messages delivered via tone or body language seldom suggest criticism T/F

False

Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.

False

T/F: A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as memorizing.

False

T/F: Comprehending is the last phase of the listening process.

False

T/F: Congruence refers to a situation where the group means well but does not function effectively.

False

T/F: Defensiveness is especially important when a language barrier or speech disability is part of a customer's situation.

False

T/F: Hearing is the primary means that many customer service professionals use to determine current needs of their customers.

False

T/F: If you regularly have to ask people to repeat information, you should become more emotionally involved in conversations.

False

T/F: In communication, empathy relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

False

T/F: Nonverbal messages delivered via tone or body language seldom suggest criticism.

False

T/F: Open-end questions are a quick way to check what was already said or agreed on.

False

T/F: Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.

False

T/F: Physical barriers are personal obstacle that can cause listening breakdown.

False

T/F: Receiving refers to sending back verbal and nonverbal messages to a message originator.

False

T/F: Talking is the primary skill most people have for gathering information.

False

T/F: Telling a customer, "You really don't want that color, do you, Mrs. Brown?" is a positive approach to decision-making.

False

T/F: The circadian rhythm is not applicable to all people.

False

T/F: The closed-end question format follows the five W's and one H used by journalists.

False

T/F: The last step in the listening process is comprehending or assigning meaning.

False

T/F: The rate at which the human brain processes information is slower than the speed at which the average adult speaks.

False

T/F: The research of Dr. Ralph G. Nichols has little application to the customer service industry.

False

Individual factors that can limit performance or success in life (disabilities, lack of education, attitude, and biases).

Personal obstacles

Causes of listening breakdown

Personal obstacles, biases, psychological distraction, physical condition and circadian rhythm

Memory

The ability to gain, store, retain, and recall information in the brain for later application

Listening gap

The difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the united states

Attending

The phase of the listening process in which a listener focuses attention on a specific sound/message being received from the environment

Comprehending/assigning meaning

The phase of the listening process in which the brain attempts to match a received sound or message with other information stored in the brain in order to recognize or extract meaning form it

Service recovery

The process of righting a wrong or correcting something that has gibe wrong involving provision of a product or service to a customer. The concept involve new t only replacing defective products but also going the extra step of providing compensation for the customer's inconvenience

Circadian rhythm

The psychological 24hr cycle associated with the earth's rotation that affects metabolic and sleep patterns in humans as day displaces night

Thought speed

The rate at which the human brain processes information

Log time

The term applied to the rate at which the human brain can receive and process information and at which most adults speak

Open end questions

Typically start with words like who, when, what, how, and why and are used to engages others in conversation or to gain input and ideas

Close end questions

Used for verifying information, closing an order, gaining agreement, classifying information


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