TEST CUSTOMER SERVICE ACADEMY CHAPTER 10

1. Both positive and negative stress exist

2. Studies do not substante employee claims that customer service is a stressful profession

3. Stressors do not affect all people in the same manner

4. Physical reactions caused by stress are observable.

5. Environmental factors such as lighting, temperature, and noise can stress-inducing

6. Unresolved personal issues can cause workplace stress.

7. The way a job is structured has little impact on stress levels

8. A lack of time for oneself does not typically create stress.

9. The use of “I” language can help in reducing stressful situations

10. Taking regularly scheduled breaks can add to your stress you’ll probably have work waiting for you when you return.

11. According to the Better Sleep Council, most people get enough sleep each night.

12. Each week, an average of 20 people are killed on the job as a result of workplace violence