Customer Service Skills for Success 7Th Edition By Robert Lucas \u2013 Test Bank.docx - Customer Service Skills for Success 7Th Edition By Robert Lucas \u2013

Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank.docx

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Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank To Purchase this Complete Test Bank with Answers Click the link Below If face any problem or Further information contact us At [email protected] Sample Test Customer Service, 7e (Lucas) Chapter 3 Verbal Communication Skills 1) Service providers have little control over the emotional state of their customers. Difficulty: 1 Easy Topic: The Importance of Effective Communication Learning Objective: 03-01 Explain the importance of effective communication in customer service.
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Bloom’s: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 2) Communication is a key element to successful customer interactions. Difficulty: 1 Easy Topic: The Importance of Effective Communication Learning Objective: 03-01 Explain the importance of effective communication in customer service. Bloom’s: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 3) The environment is one of the elements in an interpersonal communication model. Difficulty: 2 Medium
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Topic: The Elements of Effective Two-Way Communication Learning Objective: 03-02 Recognize the elements of effective two-way interpersonal communication. Bloom’s: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation
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