Customer Service Skills - Test Bank
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Customer Service, 7e (Lucas) Chapter 3 Verbal Communication Skills 1) Service providers have little control over the emotional state of their customers. Answer: TRUE Explanation: One variable over which you have little control as a service provider is the emotional state of your customers. When you first encounter someone, you have no idea if he or she is happy, sad, optimistic, angry, vindictive, or in some other frame of mind. Difficulty: 1 Easy Topic: The Importance of Effective Communi...