When LeAnn Called on a Long-Time Customer,she Realized That the Man

question 81

Multiple Choice

When LeAnn called on a long-time customer,she realized that the man was upset and took the time to listen to his problem.She was able to sympathize with the customer's recent loss of a pet by using her:

• A) emotional intelligence.
• B) adaptive learning.
• C) environmental awareness.
• D) generative learning.
• E) behavioral intelligence.

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Definitions:

Ethics

Moral principles that govern a person's behavior or the conducting of an activity, guiding what is right and wrong.

Customer Service

The provision of assistance and advice by a company to those people who buy or use its products or services.

Listening

The act of attentively receiving information through hearing and understanding what is being communicated.

Customer Complaints

Expressions of dissatisfaction or reports of failure in a product or service from customers to the provider.