Customer Service
__________ to customer needs is important to ensure any needs or problems are correctly identified and understood.
Listening
__________ are prejudices in favor of or against things, individuals, ways of life, cultures, and groups of people.
Biases
What is reaching an agreement in which all sides of the conflict make concessions?
Compromise
What is defined as being prepared, trustworthy and consistently performing well?
Reliability
Individuals who do not receive what they requested or expected.
Dissatisfied Individuals
True or False - If a customer’s request is unreasonable, it is all right to say no.
True
Combined experiences, beliefs, values, customs, and social behaviors of a group which are reflected in their everyday life
Culture
In the __________, team members identify their own contributions to the conflict.
Willingness to resolve strategy
Which team member would most likely question concepts?
The Challenger
The __________ assists individuals in determining and selecting appropriate solutions to their issues, concerns or needs.
Problem-Solving Process
The primary goal of a recovery plan is to return the relationship to a(n) __________.
Normal State
__________ refers to classifying individuals based on inherited and identifiable characteristics.
Race
A __________ occurs when expectations are not satisfied by one of the participating parties.
Breakdown
These individuals are obstinate, raise their voices, use profanity, make demands, are rude to other people and generally act without concern for others.
Inconsiderate Individuals
Specific geographical location or country where an individual is born; can include the nation from which an individual has traced their ancestry
National Orgin
True or False - Customer needs include feeling important and appreciated, receiving more than expected, and getting free items out of every customer service call.
False
Select all of the following which are considered primary dimension factors of diversity.
Education level, Ethnicity, Race, Socioeconomic status
Ethnicity & Race
Which recovery plan is used to reduce feelings of frustration and anger?
Emotion-Reducing Model
Which of following traits are important to effective teams.
Active listening, Goal-oriented, Procrastination, Flexibility
Active listening, Flexibility, Goal-oriented
__________ is a communication skill in which an individual attentively listens to a speaker and takes time to process and understand the message being communicated before responding.
Active Listening
Which of the following is NOT a way to deal with customer complaints?
Quickly and efficiently, Transfer difficult customers to a coworker, Record and document, Remain calm and listen attentively
Transfer difficult customers to a coworker
What is one benefit of workplace Diversity?
Improved employee engagement, Increased problem-solving, and a variety of professional perspectives
A problem-solving strategy that acknowledges every team member is unique and may have a different perspective on a situation
Broadening Perspectives Strategy
True or False: Collaboration is the act of working alone to reach a desired outcome.
FALSE
The __________ is very creative, recognizes alternative paths and understands the big picture.
Promoter