Quick Preview Questions- Lesson 3 Essay.docx - Running head QUICK PREVIEW RESPONSES 1 Quick Preview Responses Lauryn Wallace Rio Salado Quality Customer

Quick Preview Questions- Lesson 3 Essay.docx - Running head...

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Running head: QUICK PREVIEW RESPONSES 1 Quick Preview Responses Lauryn Wallace Rio Salado Quality Customer Service TQM 101 Gary Zimmermann November 7, 2017
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QUICK PREVIEW RESPONSES 2 Quick Preview Responses Before reading all of chapter 3 from the Customer Service textbook, I did the Quick Preview questionnaire on pages 89-90. The first statement of the Quick Preview, stated that feedback was not an important component in the two-way communication model. I answered that this statement is false. In fact, the two-way communication model is defined in the text as “An active process in which two individuals apply all the elements of interpersonal communication […] in order to effectively exchange information and ideas,” (Lucas, 2015, p. 92). Feedback is a necessary component of this model because it ensures that receiver’s understanding of the sender’s message is correct. The second statement is as follows, “Customer’s appreciate your integrity, and they trust you more when you use language such as “I’m sorry” or “I was wrong” when you make a mistake (Lucas, 2015, p. 89). I believed that this statement was true because if I were to look at it from a customer point of view, I would have a different reaction to the representative on the phone if they acknowledge when they are in the wrong. The next statement suggests that particular phrases like “I don’t know” are reassuring to a customer. I had to put false for this one because it is not at reassuring to be told by a
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  • Fall '15
  • zimmerman

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