UNIT 3 REVIEW - UNIT 3 REVIEW Chapter 5 1 Explain why a...

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UNIT 3 REVIEW Chapter 5 1. Explain why a positive attitude is key to providing professional customer support and service. It is key because it helps in retaining employees and therefore lowering the operating costs since the employer will not have to keep spending on leaving employees in terms of dues. It is also key because it gives the clients a good first impression and therefore acts as a way of attracting and maintaining clients and also increasing profits. 2. True or false: Being empathetic makes you personally responsible for another person’s situation. Explain your answer. False. You try to understand and feel what they are going through but in no way responsible for something you have no control over. 3. Refer to Figure 5-1. Identify and briefly explain five reasons why customers become angry and defensive. Broken promises- Customers expect you to deliver. If you fail then that’s a reflection on the company. Rude Analysts- It’s very unprofessional and may make the customer take their business elsewhere. Web sites that are difficult to navigate- If they can’t figure it out they make
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