TEST CUSTOMER SERVICE ACADEMY CHAPTER 6

1. Understanding behavioral styles can aid in establishing and maintaining positive customer relation ships.

2. You should treat others as individuals, not as men bers of a category

3. People whose primary behavioral style category is “E” focus their energy on working with people.

4. People whose primary behavioral style category is “D” focus their energy on tasks or getting the job done.

5. Some behavioral styles are better than others

6. People who exhibit the “D” style often tend to move slowly and speak in a low-key manner

7. People who exhibit the “E” style often tend to be highly animated in using gestures and speaking,

8. People who exhibit the “R” style often tend to be very impatient

9. People who exhibit the “1” style often tend to ex press their emotions easily.

10. You should attempt to determine a customer’s be behavioral style and then tailor your communication accordingly.

11. To deliver total customer satisfaction, you need to make your customers feel special

12. To deliver total customer satisfaction, you need to make your customers feel special

13. When you say no to a customer, it is important to let him or her know what you cannot do and why.

14. Service to your customers should be seamless; cus tomers should not have to see or deal with prob lems or process breakdowns.

15. Perceptions are based on education, experiences, events, and interpersonal contacts, as well as a pet son’s intelligence level.

16. Once you’ve made a perception, you should evalu ate its accuracy.