What is learning? According to Hergenhahn and Olson (2005)‚ learning is defined as " a relatively permanent change in behavior or behavioral potentiality that comes from experience and cannot be attributed to temporary body states such as those induced by illness‚ fatigue‚ or drugs" (p. 8). The study of learning is important because it gives us a greater comprehension of how behavior is learned. By understanding the learning process we can manipulate the environment to encourage normal behavior that
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#18 –– What are five “maxims” believed by many attorneys about juror characteristics and accompanying juror attitudes? During the stage of jury selection‚ attorneys have the opportunity to remove specific jurors that they believe may possess prejudicial attitudes that may negatively effect their goal regarding the outcome of the case. There are specific subjects that attorneys can touch upon when asking their potential jurors questions that may or may not reflect their attitudes of topics similar
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PROGRAMME Edexcel BTEC level 4 and 5 Higher National in Hospitality Management CODE QCF Level 4 (J/601/1790) MODULE/ UNIT Customer service (Unit 4) MODULE LEADER/ LECTURER CHIKA UGOJI Submitted by: LUQMON ROTIMI JINADU ID Number: 20894 Submitted date: 05/03/2013 Table of Contents: Introduction--------------------------------------------------------------------------pg.3 Task 1---------------------------------------------------------------------------------Pg.3 1.2------------------
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Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Laura’s business at each of the stores?How would you account for any difference?2.Level of Service..................................................................3How would you rate the level of service provided by the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura shopped at the first newsagent
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Active listening is a communication technique that requires the listener to feed back what they hear to the speaker‚ by way of re-stating or paraphrasing what they have heard in their own words‚ to confirm what they have heard and moreover‚ to confirm the understanding of both parties. When interacting‚ people often "wait to speak" rather than listening attentively. They might also be distracted. Active listening is a structured way of listening and responding to others‚ focusing attention on
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Analysis: Delivering Customer Service Abstract Headquarted in Seattle‚ Washington‚ Starbucks is the dominant brand as the provider of premium coffee beans‚ coffee-based beverages‚ and non-caffeinated beverages. Starbucks opened its first location in 1971 at Pike Place Market in Seattle. Starbucks’ main proposition is to create an “experience” around the event of drinking coffee that its consumers would incorporate into the routines of their daily lives. Currently‚ Starbucks’ services over 20 million
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2. What are some of the voice qualities that can affect message meaning? Some listed voice qualities are raspy‚ hoarse and harsh-sounding. This can affect the meaning of the message because people are less likely to listen to you when your voice quality is as such. Given a negative voice quality people tend to shy away from interaction. If our voice quality is a pleasant one‚ non-raspy‚ hoarse or harsh-sounding we are likelier to get our message across. 3. What are some examples of inappropriate
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questions are worth 10 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
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Listening is a difficult skill that few people ever learn. Experts say the average person has 25% listening efficiency. Listening with understanding‚ is more than just sitting back and letting words flow into your ears. Listening is an active skill that is at least as hard as talking‚ maybe harder. There is no real communication unless the listener understands‚ accepts‚ and will take action based on what was said. The person who develops good listening skills has a head start on providing the
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Customer Satisfaction Policy Intent Thomas Cook Group is one of the oldest and most respected travel agencies in Britain. We contribute to creating excellent holidays not only through the flights and accommodation we provide‚ but also the service given by our staff at every stage‚ from a customer’s initial enquiry through to their journey home. All customer-facing employees are therefore given training in customer service and creating the best-possible holidays for our guests. -For the purpose
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