CUSTOMER SERVICE CHAPTER 10 QUESTIONS WITH ACTUAL SOLUTIONS.

CUSTOMER SERVICE CHAPTER 10
QUESTIONS WITH ACTUAL
SOLUTIONS.



CONFLICT, CRITICISM, ANXIOUS - ANSWER: MOST PEOPLE HAVE DIFFICULTY
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LISTENING EFFECTIVELY WHEN DEALING WITH ________ OR EMOTIONALLY
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CHARGED PEOPLE, WHEN __________ IS BEING DIRECTED AT THEM, OR
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WHEN THEY'RE FEELING ________, FEARFUL, OR ANGRY.
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SELECTIVE - ANSWER: HEARING ONLY WHAT YOU WANT TO HEAR AND
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SORTING OUT WHAT'S NOT IMPORTANT OR OF NO INTEREST TO YOU IS
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CALLED _________ LISTENING.
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EMPATHY - ANSWER: SEEKING TO UNDERSTAND THE OTHER PERSON'S
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POSITION WITHOUT PERSONALLY GETTING EMOTIONALLY INVOLVED
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MEANS TO PRACTICE _________.
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NON-NATIVE - ANSWER: SOME THINGS THAT CSRs CAN DO TO BECOME
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BETTER LISTENERS WHILE _____-________ CUSTOMERS ARE SPEAKING
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ARE TO AVOID MAKING JUDGEMENTS ABOUT INCORRECTLY ACCENTED
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SPEACH, BE PATIENT LISTENERS, DON'T FINISH THE SPEAKER'S
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SENTENCES, DON'T CORRECT GRAMMAR AND PRONUNCIATION ERRORS,
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AND DON'T PRETEND TO UNDERSTAND.
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MORALIZING - ANSWER: WHEN A LISTENER RESPONDS BY TELLING
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SOMEONE WHAT TO DO AND THEN BACKS UP THE SOLUTION WITH A
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MORAL OR THEOLOGICAL AUTHORITY, IT IS KNOWN AS ________.
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LISTENING - ANSWER: CSRs MUST HAVE STRONG ________ SKILLS
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REGARDLESS OF WHETHER THEY COMMUNICATE FACE TO FACE WITH A
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CUSTOMER, ON THE PHONE, IN WRITTEN MESSAGES, OR VIA AN ONLINE
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CHAT.
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HARD - ANSWER: LISTENING IS ________ WORK. TO LISTEN WELL, YOU
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SHOULD NOT ALLOW YOURSELF TO DO OTHER THINGS, SUCH AS
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ANSWERING THE PHONE, COMPLETING PAPERWORK, OR CHECKING YOUR
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E-MAIL.
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