When Communicating with a Customer,who Is Upset,the Service Provider Should

question 24

True/False

When communicating with a customer,who is upset,the service provider should not make eye contact or smile because it makes the customer feel intimidated.

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Definitions:

Instinctive Aggression

Aggressive behavior that arises naturally without the need for learning, typically as a defensive or survival mechanism.

Modeling Process

A method of learning that occurs through observing the behavior of others and the outcomes of those behaviors, leading to imitation or avoidance of observed behaviors.

Watching

The act of observing attentively; often related to learning, monitoring, or gaining understanding from the behavior of others.

Aggressive Behavior

Actions or conduct that are intended to cause harm or exert dominance over another, which can be physical or verbal in nature.