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Bethel University – Introduction to Customer service: CRM2000


Week 3


250 words per question.  3 Scholarly sources. APANot including reference


1 – Give a scenario where you go through the four phases of the active listening process.


2 – Give an example of each of the five characteristics possessed by the most effective listeners working a customer service position.


3 – Have you ever experienced a situation as a customer where you felt an employee of a small business was not listening to you?  What did you do as a result?


4 – Reviewing the four behavioral style categories, give a scenario that works best for each category.


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