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CES foundation module 7 customer service
Terms in this set (13)
Customers want organizations to be ___________ in meeting their needs or in finding a solution that will satisfy them.
Which of the following is NOT something customers want from a typical customer service situation?
How does having empathy for customers improve your ability to meet their needs?
In active listening, what is the purpose of paraphrasing?
Why should you be careful using humor in a customer service situation?
What is NOT a key principle to remember when dealing with upset customers?
Which of the following does NOT describe an effective technique for dealing with an upset customer?
Which of the following is an INTERNAL customer?
What was the customer service characteristic Lisa displayed?
What key to dealing with upset customers is a customer service representative using if he or she focuses on staying calm and professional despite what a customer is saying?
What key e-mail communication principle is best to use when replying to an e-mail message that has made you angry?
What key oral communication principle is a customer service representative using when he or she realizes different organizations use different terminology and therefore communicates with customers in clear and common terms for most of society?
What was the customer service characteristic Marcos displayed?
THIS SET IS OFTEN IN FOLDERS WITH...
CES foundation module 8 continual development
CES foundation module 3 problem solving
CES foundation module 5
CES foundation module 6 oral communication
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