The icebreaker I would choose for a (pretend) meeting that would include participants from all around
my campus, including professors, staff and other students is called Question Ball.
Chapter 6 Discussion Questions
1. What is customer focus and why is it so important for the success of business and other
Customer focus is the attitude and commitment of successful business and organizations to
Chapter 6-Internal Customer Service Problem
Internal Customer Service Problem
1. Write a statement that clearly defines the problem.
The problem is that I have been asked by three different executives to complete three di
Chapter 6-Customer Service Call
1. What did Roberto, the customer service representative, do correctly? He remained calm and said
yes to the customer when she asked Can you just get it from Sasha? He also offered her a
Chapter 6 Appropriate Language
Although Emily is courteous, she can be professional by using correct terms and appropriate grammar. I
could pull Emily aside and talk to her privately about me overhearing her phone calls a
Discussion 6-Handing an Angry Customer
Steve can deal with an angry customer in several ways. The customer, Shawn, has the right to be
upset and it is understandable because his frozen food is thawed and wasted because h
Chapter 8 Discussion Questions-LATE
Why does an administrative professional need to develop presentation skills?
They need to develop professional skills because they will have many opportunities
Discussion Questions- Chapter 7
1. What elements are involved in the communication process and what is the role of each
The communication process involves a message, a symbol of group of symbols that coveys
1. What is the mission if IAAP?
The IAAP mission is to be the acknowledged, recognized leader of administrative professionals
and to enhance their individual and collective value, image, competence,
Chapter 8 Incorrect Data-LATE
The best thing I could do in this situation is to immediately send over the new numbers for the current
week and make sure it says REVISED. I would inform Mr. Lui that these are the correct