Communications

CH20

100

A consistent behavior of postponing or putting off tasks, activities, or responsibilities until a later time

Procrastination 

200

Prioritizing helps you to have

The important things done on time and more consistently

300

The three-step process to getting organized requires that you

Identify, prioritize, and organize

400

You will feel more satisfied with the work that you do if you learn to

Identify and work to your strengths

500

Effectively multitasking means that you are able to

work on several activities and keep them all straight

CH21

100

Maintaining a consistent record of events/activities and progress toward their completion

Tracking

200

A simple tool for keeping track of all your activities and deadlines is a 

to-do list

300

A list of important events and tasks of a large project or process organized in chronological order

Timeline

400

A filing system should organize information into

Sub-topics, sections, and sub-sections

500

The most basic form of a to-do list should include

1. date assigned

2. due date

3. task

CH22

100

No other type of adcertising has the credibility with the public likem and is otherwise known as the best advertising you can get

Word of mouth advertising

200

The two factors that you must take into account to know your true customer satisfaction are

11/4 rule and silent majority 

300

What do the 4 rungs of the customer service ladder represent from bottom to top

1. one-time customer

2. repeat customer

3. loyal customer

4. vocal advocates 

400

_% of customers stopped doing business with an organization due to poor customer service

82%

500

The combination of all benefits that the customer receives for the investment that they have made

perceived value

CH23

100

The intentional structuring of questions, that affects the type of response that they generate

Question techniques 

200

This question style is designed to retrieve very specific information.

Closed questions - when, who, where?

300

Being aware of and sensitive to the feelings, thoughts, and experiences of others

Empathy

400

This question style is used to retrieve lengthy detailed pieces of information

Open Questions - How & why

500

What are the three factors in the 7%, 38%, and 55% rule of communication

Words said, tone of voice, and body language

CH24

100

Rule number 1 of complaint handling?

Prepare for the encounter

200

The result of a transaction that provides greater benefit than was originally expected or required

Value-Added

300

Allowing the customer to empty their bucket is rule number?

Rule 5

400

Negotiating a mutually acceptable solution is rule number?

Rule 10

500

Rule 8 of complaint handling states?

Stick to the facts