Chapter #2 Assignment 96%

Chapter #2 Assignment 96% - CIS 102 Fundamentals of...

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CIS 102 Fundamentals of Customer Service Chapter #2 Assignments Stephen Coates Jr Tuesday, July 27, 2010 (Due Monday,2 August 2010) Review Questions (11- 20) 11. What are two ways to let a customer know you are listening when you are interacting face-to-face? Nodding, small acknowledging words and jesters… 12. What is a verbal nod of the head? Provide two examples. When you say “Okay” and “I understand” 13. How can you obtain the information you need to solve a problem? Asking questions like “what were you doing when this happened” and “ what lead to this happening” 14. What are three cues that a customer may give you when confused or unsure? Asking more questions, dumb looks, or frustration 15. What is paraphrasing? When you take something that is either jargon heavy or too complicated and make it more into your own words so that others with a different vocabulary can understand. 16. What two things should you listen for when interacting with customers? Frustration and the tone of voice.
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  • Fall '09
  • Sales, Customer service chapter, Stephen Coates Jr, small acknowledging words

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