ࡱ> +-*#`  bjbj . <<<< Hhhhhhhhh       $Bh1hhhhh1hhFh hh h   h\ ld<r  \0 ,^^ ^ hhhhhhh11 hhhhhhh<< REVIEW QUESTIONS, p. 81 Instructor Note: 29 Activity: You may want to divide the class into small groups or conduct a class discussion of the questions in the Review Section. Possible answers may vary, such as: What are some things you can do as a customer service professional to project a positive image to the customer? Plan your message; greet customers warmly and openly; use eye contact effectively; listen carefully and respond appropriately; be specific; use I and we messages; use small talk; and use simple language. What element(s) of the interpersonal communications model do you believe are the most important in a customer service environment? Explain. Students answers will vary. What are some strategies to use in order to avoid words or phrases that may negatively affect your relationship with your customer? Choose words carefully; tell what can be done, not what cannot be done; dont use vague or weak terminology; avoid global terms; and do not verbally point fingers. What are some tips outlined in this chapter for ensuring effective customer interactions? Communicate positively; understand and use elements of the two-way communications model; project a positive image; avoid negative language; provide feedback effectively; and communicate assertively. What is feedback? Feedback is a key element of the two-way communication model and a response to messages that you receive as a listener. How can verbal feedback affect customer encounters? By using the positive communication techniques discussed in Chapter 3 and using terms that customers can understand, communication can be delivered effectively. Give some examples of nonverbal feedback and explain how they complement the verbal message and how they can affect customer interactions. Body language, action/inaction and appearances are powerful nonverbal messages. If the messages communicated are positive, understanding and enhanced customer relations can result. On the other hand, if they are perceived negatively, the relationship could break down. List at least five tips for providing positive feedback (1) When appropriate, send feedback immediately. (2) Communicate clearly and concisely. (3) Remain objective and unemotional. (4) Ensure feedback is accurate. (5) Use verbal and nonverbal messages that are in congruence. (6) Verify customer meaning before giving feedback. (7) Ensure feedback is appropriate to the customers original message. (8) Avoid overly critical feedback or negative language and (9) Do not provide feedback if it could damage the customer-provider relationship. ,45D  A A   g8 h|'hHBAh56h sh5heSh5>*h>h56CJ aJ hhh h5hEpAh5,D  A A   g8iI hd^hgd & Fdgddgd   hd^hgd,1h/ =!"#$% @`@ NormalCJ_HaJmH sH tH DAD Default Paragraph FontRiR  Table Normal4 l4a (k(No List ,DAAg8i I  " 000 00 00 00 00 00 00 00 0@0@0@0@0@0@0@0@0@000      " " 3" Ă9h h^h`o(hH. 8^8`hH. L^`LhH.  ^ `hH.  ^ `hH. xL^x`LhH. H^H`hH. ^`hH. L^`LhH.A         vu'\` I$n9$ q] 't  8#  R ;O : *@~<?i4*7zTu\WG/P\}(N1 "S"W$SS%,i%'6'zU(<*T+,x7.<.o"/x/{0551*c2i2P3e3i34t4I5T5y6z6"|6-*7Q_7+k7890J99:'; L<%p>8?X @x,@}@ MBaBtCC HCLC$DaKDPEAF|Fl}FGZKG>PG4HR^H_IWJ}]JlKF>K+$LM?bN'OC2OvOsP[Q/OSmTx#V^XBY98[:\ \D]?^^I^d_x/`*b`HaR&b0b[bc?c(eN.e CewVexf,gf3h0iKzkl'l6m=9nQJn#o>@o^TpNqWqlqr!rgTrjrq?s tJtu @_uZ,Duv./a_6 :Z0x|>lZ -u_X4p-E%<TQtk?R+5t'|Ht,v I 0Du7`ae?Ne[P*d1ycsE 9/Q;QFC X ~c9[) THjVc4q| W%.@zSS%_snWFK=>d`%eI+cPG#7JOi__zu$=?mG\CkS { J9*.]Bc3]f/>]|'3OdnfEFVY$\0wtp*E}^f\gM(E*`hA 6h8%x$oaMx9SO g&@     p@UnknownGz Times New Roman5Symbol3& z Arial"h ¦ ¦!24  2QHX)?2REVIEW QUESTIONS, pThe McGraw-Hill CompaniesThe McGraw-Hill Companies Oh+'0 4@ ` l xREVIEW QUESTIONS, pThe McGraw-Hill Companies Normal.dotThe McGraw-Hill Companies1Microsoft Office Word@F#@Fd@jd՜.+,0 hp  The McGraw-Hill Companies  REVIEW QUESTIONS, p Title  !#$%&'(),Root Entry F8ld.1TablenWordDocument.SummaryInformation(DocumentSummaryInformation8"CompObjq  FMicrosoft Office Word Document MSWordDocWord.Document.89q