BUSN 258 help Making Decisions/uophelp.com BUSN 258 help Making Decisions/uophelp.com | Page 29

14. Question : (TCO 6) Taking notes during a conversation is:
15. Question : (TCO 13) Which of the following benefits does NOT
apply to the advantages of a company using websites?
16. Question : (TCO 13) Which of the following is NOT a method for
providing the customers with human contact despite high-tech
communication systems?
17. Question : (TCO 13) Structured knowledge bases are:
18. Question : (TCO 6) The key to holding interest in a conversation is:
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12
1. Question : (TCO 1, 4) Your author cites Ockham's razor, a logical
approach that asserts that when trying to understand a situation, the
simplest explanation is usually the right one. What does this mean in the
context of customer service?
2. Question : (TCO 7, 8) How can you keep a caller on track?
3. Question : (TCO 8) Explain ways to diffuse the customer's anger or
frustration.
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