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Author Question: Which of the following behaviors will NOT help an employee cultivate a positive customerservice ... (Read 144 times)

sdfghj

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on: Jun 23, 2018
Which of the following behaviors will NOT help an employee cultivate a positive customerservice image for his or her organization?
 
  A. Addressing external customers by their names
  B. Greeting customers in their native language
  C. Making notes each time he or she visits a customer
  D. Getting to know his or her customers by being intrusive

Question 2

Customer service as a(n) _____ function comes into play only when there has been a complaint.
 
  A. ongoing
  B. problem-solving
  C. proactive
  D. pre-emptive


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dajones82

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Reply #1 on: Jun 23, 2018
Answer to Question 1

D
Getting to know his or her customers and what is important to them by being intrusive will not
help an employee cultivate a positive customer-service image. When a customer speaks,
employees must listen attentively.

Answer to Question 2

B
Customer service as a problem-solving function comes into play only when there has been a
complaint. However, customer service should be an ongoing function that allows employees to
anticipate and prevent problems.


sdfghj

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Reply 2 on: Jun 23, 2018
Thanks for the timely response, appreciate it

isabelt_18

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Reply 3 on: Yesterday
Excellent

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