If Customers Share a Concern, Complaint, or Question with You

question 44

True/False

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service.

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Definitions:

Information-Processing Approach

An approach that focuses on the ways children process information about their world—how they manipulate information, monitor it, and create strategies to deal with it.

Researchers

Individuals who conduct systematic investigations to establish facts or principles or to collect information on a subject.

Metacognition

Cognition about cognition, or “knowing about knowing.”

Metacognitive Strategies

Techniques used to help an individual understand, control, and manipulate their own cognitive processes.