When we are driven away from failure we experience
Negative Motivation
100
When you spend time taking care of yourself and your surroundings it is called
Maintenance Time
100
The acronym EAR stands for
Encouraging, Attending, and Responding
100
Whose job is it to deal with customer satisfaction
Everybody's
200
The critical thinking standard of this means that a thought digs below the surface to consider the substance of the issue
Depth
200
The need to be free from physical harm is this need
Security Need
200
The time that you can use to do whatever you wish is called
Discretionary Time
200
This, which includes background noise, unpleasant tone, or even the speakers appearance, is the most obvious roadblock to communication
Physical Barriers
200
Looking at the cause for why a customer is upset is helpful because
Understand how to Help and Control the Causes
300
The process of teaching yourself to do what is necessary to reach your goals, without being sidetracked by bad habits is called
Self-discipline
300
The need to feel valuable and worthwhile as an individual is a this need
Esteem Need
300
We analyze expenses by using these three categories
Committed Fixed, Committed Flexible, and Discretionary
300
Restating the factual content of the message is
Paraphrasing
300
On average word of mouth from one dissatisfied customer reaches this many people total
67
400
The critical thinking standard of this means that you consider many different views of the issue
Breadth
400
When we are driven to do things not because we really want to but because it is the means to an end, and we are influenced by outside forces, we experience
Extrinsic Motivation
400
The time you devote to school, work, family and other activities that relate to your short and long-term goals is called
Committed Time
400
Restating the emotional content of the message is
Relfecting
400
People want and expect good customer service, and when they are not treated well, most of them
Don't Come Back
500
The first step in the decision making process is to
Define the Decision You Need to Make
500
The need to reach your full potential is a this need
Self-actualization Need
500
Creating obstacles to your success in order to have an easy excuse for doing poorly is known as
Self-handicapping
500
Awareness of and sensitivity to the feelings, thoughts, and experiences of other is
Empathy
500
The only way to get the best of an argument with a customer is to