Business

When the quality of products or services sold is poor relative to its cost, customers are likely to ...

Started by Mr3Hunna

Name the three kinds of customer turnoffs described in the chapter. Who, in an organization, is ...

Started by asan beg

Companies canand shouldcontinually teach their Web sites to learn and adapt.

Started by Starlight

Sending unsolicited emails generally strengthens a relationship rather than damaging it.

Started by danielfitts88

Customers are coming to expect more personalized self-service solutions available online.

Started by Beheh

Regarding responding quickly to customers with e-service,

Started by Pineappleeh

A major disadvantage of relying on Web-based e-service is:

Started by fahad

Regarding the use of blogs in customer service:

Started by danielfitts88

"Thank you for calling" is a universal cue that the conversation is ending.

Started by maegan_martin

Among the reasons callers might be upset are feelings that they are not valued, are helpless, and ...

Started by james9437

People answering phones project the voice and image of the whole organization.

Started by neverstopbelieb

When having a live conversation with a customer and the phone rings:

Started by vHAUNG6011

Which of the following phrases would be acceptable for keeping a business conversation tactful and ...

Started by chads108

Regarding courtesy titles,

Started by schs14

When handling a very upset caller:

Started by erika

Summarize the advantages to a company of having "call centers" rather than having any employee ...

Started by james9437

What are the three vocal qualities that must be varied to create interest and hold listener attention?

Started by kaid0807

The lack of effective listening may be the most common human communication problem and can ...

Started by ec501234

Inviting a customer to go to a better place to listen can signal goodwill and improve understanding.

Started by Metfan725

A self-centered orientation toward listening means that:

Started by maegan_martin

Examples of "internal noise" which can affect our ability to listen well include:

Started by NClaborn

Describe four positive steps to better listening discussed in the chapter.

Started by theo

How can our listening capacity be overburdened, and thus made less effective?

Started by Tazate

Some employees need to actually practice smiling like an actor might.

Started by Capo

Generally people appreciate being called by name although not always by their first name.

Started by ap345