Chapter 4 customer service
2) What are some voice qualities that can affect message meaning? Message interpretation is often affected by the sound or quality of your voice. The variations in your voice quality can help encourage customers to listen (if have a pleasant voice and accompanied with a smile) or discourage them (if it is a harsh-sounding), depending on their perception of how your voice sounds. Such qualities can be a problem because others are less likely to listen to or interact with you if your voice quality is irritating.
3) What are some examples of inappropriate work attire? Certain types of clothing and accessories are acceptable in the work environment, but others are inappropriate. Examples are, very high heels and miniskirts or jeans, bare midriffs, T-shirts, pants with holes or tattered cuffs, or that hang low on the hips, and tennis shoes.
5) What are the four spatial distances observed in Western cultures, and for which people or situations are each typically reserved?
Intimate Distance (0-18”)– is reserved for your family and intimate relationships. Most people will feel uncomfortable when a service provider intrudes into this space uninvited.
Personal Distance (18”-4 feet) – used when close friends or business colleagues, with whom you have established a level of comfort and trust, are together.
Social and work Distance (4 to 12 feet) – the distance range in face-to-face customer service situations. Also maintained at a casual business events and during business transactions.
Public Distance (12 or more feet) – distance range is likely to be maintained at a large gatherings, activities, or presentations where most people do not know one another, or where the interactions are formal in nature.
7) What are some ways in which men and women differ in their nonverbal communication?
Females
Body – Claim small areas of personal space (ex.Cross legs at knees or ankles).
Vocal – Speak at faster rate.
Facial – Use expressive facial movements.
Behavior – View
3) What are some examples of inappropriate work attire? Certain types of clothing and accessories are acceptable in the work environment, but others are inappropriate. Examples are, very high heels and miniskirts or jeans, bare midriffs, T-shirts, pants with holes or tattered cuffs, or that hang low on the hips, and tennis shoes.
5) What are the four spatial distances observed in Western cultures, and for which people or situations are each typically reserved?
Intimate Distance (0-18”)– is reserved for your family and intimate relationships. Most people will feel uncomfortable when a service provider intrudes into this space uninvited.
Personal Distance (18”-4 feet) – used when close friends or business colleagues, with whom you have established a level of comfort and trust, are together.
Social and work Distance (4 to 12 feet) – the distance range in face-to-face customer service situations. Also maintained at a casual business events and during business transactions.
Public Distance (12 or more feet) – distance range is likely to be maintained at a large gatherings, activities, or presentations where most people do not know one another, or where the interactions are formal in nature.
7) What are some ways in which men and women differ in their nonverbal communication?
Females
Body – Claim small areas of personal space (ex.Cross legs at knees or ankles).
Vocal – Speak at faster rate.
Facial – Use expressive facial movements.
Behavior – View