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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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