What obstacles to effective listening have you experienced, either as a customer service
professional or as a customer? I experience personal and external obstacles every day while
either at working or away from the office. As a state manager I am always
Everyone knows how to listen but do they know how to actively listen? Active listening
means to be attentively listen to avoid misunderstanding, the practice of paying close attention to
a speaker and asking questions to ensure you have a
How can verbal or written communication escalate emotion in a customer service situation?
customer service stems from motivated customers who want to reach their goal. In many
customer service situations, the representatives of the company are dealing wit
1) Based on the information in this chapter how have you done on providing service to Stu?
Stu is very dissatisfied with the work that was done and the lack in returning the
phone calls and the lack in resolving the complaints. There was proactive
1) Are there indicators of United Booksellers service culture? If so what are they?
United Booksellers has been written in magazines for the friendly atmosphere
and quality service of the organization. They also have been praised on the appearance
What is customer service in today's business environment?
Customer service pertains to support and facilities provided by a manufacturer or seller to
its customers that is in addition to the core product. It will be not out of place to mention that the
Please complete the "Seeking Information from a Client" case study on page 110. Please answer
1) Since you do not have a relationship with Sylvia, what will you do to get off to a solid
start during your visit? To create the bond between Sy
Importance of Non-Verbal Communication
Non-verbal cues and body language goes hand in hand when communicating with
customers and potential clients. If the customer service representative missed on just one little
thing it can mean losing the customer or k