BUS 209

Customer Service in Organizations_Module Quiz_Unit 1 Score for this attempt: 20 out of 20 Question 1 Effective communication, good interpersonal abilities, and________________ are basic qualifications to become a customer service worker.  fundamental computer and telephone skills Question 2 A customer service worker may work from a manual that provides solutions to problems.  True Question 3 There are more than 2 million customer service jobs in the United States.  True

Customer Service in Organizations_Module Quiz_Unit 1 Score for this attempt: 20 out of 20 Question 1 Effective communication, good interpersonal abilities, and________________ are basic qualifications to become a customer service worker.  fundamental computer and telephone skills Question 2 A customer service worker may work from a manual that provides solutions to problems.  True Question 3 There are more than 2 million customer service jobs in the United States.  True Que...

Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2

Understanding the Customer_Module Quiz_ Unit 2_ Lesson 3

Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 Question 1 The tone of voice you use when dealing with customers is especially important on the phone, when nonverbal cues are missing from the conversation.  True Question 2 Customer service agents should strive to smile at all times when dealing with a customer, even when the customer is expressing anger or frustration.  False Question 3 You can better understand the full meaning of a message by paying special atte...

Professionalism in Difficult Situations_Module Quiz_Unit 3_Lesson 5

Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 Question 1 The transformation of the internet into a social platform has resulted in a power shift from sellers to buyers.  True Question 2 Customer relationships with an emotional dimension.  take more effort to create, and are even harder to break Question 3 A CSW can retain control of a challenging customer service situation by listening, empathizing, and taking charge.  True Question 4 Which of the followin...

Dealing with Diverse Customers_Module Quiz_Unit 4_Lesson7 Question 1 _____refers to how openly a society or culture accepts or does not accept differences between people, as in hierarchies in the workplace or in politics.  Power distance Question 2 People in the United States and Canada tend to give relatively less emphasis to nonverbal communication, such as eye contact and posture.  True Question 3 A system of shared values, beliefs, and rituals that are learned and passed on t...

Customer Service and Electronic Media Module Quiz_Unit 5_Lesson 9 Question 1 Because the phone can rob your voice of some of its natural expressiveness and energy, you should be sure to compensate by increasing the energy and enthusiasm in your voice.  True Question 2 Maria wants to use the communication medium with the highest social presence. Which of the following should she choose?  live chat Question 3 With the increased popularity of the Internet as a way conduct business...

Time Management and Healthy Work Habits_Unit 6_Lesson 11 Question 1 How can people protect themselves from the stresses associated with being at work all day?  Visualize leaving all cares at work. Question 2 Time management is classified as a hard skill.  False Question 3 At which time should employees schedule important tasks where interruptions need to be at a minimum?  first thing in the morning Question 4 When team members promote positive attitudes, the entire team ten...