CRS Exam 2.pdf - Verbal finger pointing is an effective...

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“Verbal finger pointing” is an effective method that can be used to improve positive customer service.
When a service provider is assertive with a customer, he or she _______.
Communicating assertively involves self-respect as well as respect for others. _____ is the practice of a message receiver giving back in his or her own words what he or
she believes a sender said.
Aggressive service helps to resolve problems, while assertive service only serves to escalate problems.
_____ is the term used to describe the method through which people communicate messages.
Which of the following terms best describes all-encompassing or inclusive expressions (such as always and never ) that have the potential to be potentially inflamatory words or phrases used in conversations.

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