TEST CUSTOMER SERVICE ACADEMY CHAPTER 9

1. Both positive and negative stress exist.

2. Studies do not substant 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 “T language can help in reducing stressful situations