Answer keys PRACTICE TEST 1 LISTENING Section 1 1 A 2 C 3 D 4 D 5 C 6 Prescott (must be correct spelling with capital “P”) 7 41 8 Fountain (must have capital “F”) 9 752239 10 £65 Section 2 11 E 12 F 13 H 14 $250 million 15 roads//road system 16 too late 17 school children//boys 18 3 19 boats//pleasure crafty/boats and pleasure craft 20 pilot 21 (musical) instruments Section 3 22 A 23 B 24 C 25 A 26 talk//give a talk 27 write up work 28 can choose 29 open book
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Customer service 1 © NSW DET 2008 Topic 1 - Customer service 2 © NSW DET 2008 Introduction It may seem strange that you are studying an area that you already know so much about—customer service. Whether we realise it or not‚ we always judge organisations that we come in contact with and so we already have quite a good understanding of a customer’s perspective. In this module we will put this understanding into a structured model‚ so it can contribute to developing organisational
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article making an assertion that regardless of who is voicing an opinion‚ we must listen with open minds. While this may be a seemingly trivial and obvious position to take‚ the implications of it carry great weight. Listening with an open mind is essential in fully benefitting and learning from those around us‚ as well as maintaining relationships that will allow us to voice our opinions. Before we can even begin to explore the “open-mind”‚ it is necessary to understand the responsibility we have to
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pts each) 1. How do hearing and listening differ? (5 points) Hearing is purely physiological activity while listening while listening also involves the psychological processing of sound. 2. What is the “cocktail party effect”? What can you do to minimize this effect when dealing with a customer? The cocktail party effect is several conversations going on at the same time. To minimize the effect I would make a conscious effort to listen to what the customer is trying to tell me. 3. What are
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crucial to enhance customer service is proper training. It will not only add value to the company and individuals but it can strongly inspire and eventually leads to greater success. Some of the advantages include‚ customer satisfaction‚ business efficiencies‚ employee improvement and public recommendations. Good customer service will promote loyal customers. This is where good training leads to customer advocacy that in return plays a huge role. Loyalty comes from the customer satisfaction. It is
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Customer service | Customer-Centric | An introduction on how to provide superior customer service skills. | | | | An informational essay on how to provide superior customer service using these seven skills: The right attitude‚ Understanding the customer’s needs‚ Clear communication‚ Dealing with difficult customers‚ Business telephone etiquette‚ Customer service and technology‚ and Serving diverse populations. The essay provided also uses examples of these situations and may include
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The authors of this chapter‚ promotes 1 Thessalonians 5:14-18‚ as a foundational scripture for a competent Christian counselor. Active listening is a key core skill. This is very important‚ because you want to be able to show that you are attentive to what the client is talking about. Patience is a core skill‚ because it takes quality time with the client to be effective in your session
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Art of Listening Notes for Final Pages 223-237 Chapter 16 1. Romanticism Artistic‚ literary‚ and intellectual movement starting in the late 18th Century Europe. Romantic Literature and literary theory became very popular in the first two decades of 19th Century‚ followed by Romantic composers around 1820. Famous English poets such as Shelly‚ Keats and Byron emerged during this time as well as lesser-known German Romantic literature. 19th Century golden age for opera Music recognized
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to deal with the impatient customer‚ and how training the employees to treat this kind of customer‚ to make this professional and effective‚ we will use some useful tool and way‚ which including training need‚ training design‚ development and implementation‚ also‚ training outcomes and needs assessment will be mention. Customer service and good customer service: Customer service is the provision of service to customers before‚ during and after a purchase. Customer service is a series of activities
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99 Legendary Customer Service Quotes Customer service is growing in importance as a competitive business differentiator heading into the new year. Here is a collection of 99 inspiring and useful customer service quotes to keep in mind: 1. The goal as a company is to have customer service that is not just the best but legendary. Sam Walton‚ Founder of Wal-Mart 2. Your most unhappy customers are your greatest source of learning. Bill Gates 3. It is not the strongest of the species that survives
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