Customer Interaction

Save each chapter 5 and 6 questions separately in a word document

Chapter 5

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1. List three characteristics skilled professionals must display when facing difficult

customer situations.

2. What is empathy?

3. What are four preparatory steps you can take prior to each customer interaction in

order to get focused?

4. Why is it important to let an angry customer vent?

5. How do customers want their incidents and complaints to be handled?

6. What do you need to do if you are a predominantly left-brained service provider?

7. What do you need to do if you are a predominantly right-brained service provider??

8. List four techniques a person can use to stay calm when facing a difficult situation.

9. What physical benefits do you derive from taking a deep breath when under


10. What is positive imagery?




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