CSV 110 Final Exam Study Guide Questions & Answers 2024/2025
2 views 0 purchase
Course
CSV 110
Institution
CSV 110
CSV 110 Final Exam Study Guide Questions & Answers 2024/2025
United States
Mexico
Canada - ANSWERSWhich countries make up North American Free Trade Agreement (NAFTA)?
Suppliers
Vendors
Potential clients - ANSWERSWhat is an example of external customers?
Subordinates
Co-workers
Comp...
CSV 110 Final Exam Study Guide
Questions & Answers 2024/2025
United States
Mexico
Canada - ANSWERSWhich countries make up North American Free Trade Agreement (NAFTA)?
Suppliers
Vendors
Potential clients - ANSWERSWhat is an example of external customers?
Subordinates
Co-workers
Company managers - ANSWERSWhat is an example of internal customers?
Number of customer complaints - ANSWERSIn a purely customer-focused environment, service
measurement is typically in terms of the:
People - ANSWERSThe business of customer service is all about _________.
Listen to me!! - ANSWERSWhich of the following is most likely to lead to a communication breakdown?
Please
I appreciate
Listen to Me
You are right
Stand up if appropriate and offer assistance. - ANSWERSAs a service provider, one way to be nice to
customers when they approach is to:
, Impact of culture - ANSWERS_____ refers to the outcome of people from various countries or
backgrounds coming into contact with one another and potentially experiencing misunderstandings or
relationship breakdowns.
Listening - ANSWERS_____ is the primary means that many customer service professionals use to
determine the needs of their customers.
Empathy - ANSWERS_____ requires putting yourself in the customer's place and trying to relate to the
customer's needs, wants, and concerns.
Process improvement - ANSWERSContinually evaluating products and services to ensure that maximum
effectiveness, efficiency and potential are being obtained from them is called:
Perception - ANSWERSHow someone views an item, situation or other is called ______________.
Stereotype - ANSWERSA generalization made about n individual or group that is not based on reality is
called a ___________.
Disparate treatment - ANSWERS_________ means deliberate discrimination against a person based on
his or her age, race, sex, ethnicity or ability level.
Carl Jung - ANSWERSThe psychiatrist who did much research related to behavioral styles in the early
20th century is _________.
Introvert and Extrovert - ANSWERSCarl Jung divided behavior into two attitudes know as:
Inquisitive - ANSWERS___________ style is one of the behavioral groups characterized by being
introverted and task focused.
Win-win situation - ANSWERSAn outcome to a disagreement in which both parties walk away feeling
that they got what they wanted or needed is a:
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Bensuda. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $8.49. You're not tied to anything after your purchase.
