Which Three Suggestions Are Best for Dealing with Customers on the Phone

question 46

Multiple Choice

Which three suggestions are best for dealing with customers on the phone?

• A) Avoid a condescending tone.
• B) Speak louder than you would if they were in person.
• C) Hang up on them if they swear at you.
• D) Use hand gestures for effectiveness. Even though they can't see, the results will be heard in your tone.
• E) Use active listening skills.
• F) When giving directions to them, use a level slightly lower than their skill level to ensure they comply.
• G) Avoid using technical acronyms.

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Definitions:

Mary Whiton Calkins

An American psychologist and philosopher who became the first female president of the American Psychological Association and was known for her work in self-psychology and memory.

Harvard University

A prestigious Ivy League university located in Cambridge, Massachusetts, known for its scholarly research, diverse programs, and influence in various fields.

Psychoanalysis

A therapeutic approach and theory of psychology developed by Sigmund Freud, focusing on unconscious mental processes and conflicts.

Early Childhood Experiences

Events and interactions during the early years of life that significantly influence an individual's development, personality, and behavior patterns.