Effective Communication in a Customer Service Setting Relies Upon Customer

question 34

Multiple Choice

Effective communication in a customer service setting relies upon customer service personnel recognizing the three key components in any service delivery process:________ .

• A) the customer, the service organization, and the individual service provider
• B) finding out the customer's needs, meeting their needs, and following up
• C) the customer's expectations, the customer's desires, and the customer's satisfaction
• D) the customer's expectations, the customer's perceptions of the quality of the service, and customer satisfaction

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Definitions:

Invincibility Fable

A cognitive bias often found in adolescents, believing themselves to be immune to common dangers.

Distribution

In statistics, the way in which data points are spread out across the scale of measurement.

Percentiles

Scores that indicate the percentage of scores in a distribution that a particular score is above or below.

Scores

Numerical representations of performance or achievement in educational settings, standardized tests, or other assessments.