CSV 110 Final Exam Study Guide Questions & Answers 2024/2025
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Course
CSV 110
Institution
CSV 110
CSV 110 Final Exam Study Guide Questions & Answers 2024/2025
United States
Mexico
Canada - ANSWERSWhich countries make up North American Free Trade Agreement (NAFTA)?
Suppliers
Vendors
Potential clients - ANSWERSWhat is an example of external customers?
Subordinates
Co-workers
Comp...
CSV 110 Final Exam Study Guide
Questions & Answers 2024/2025
United States
Mexico
Canada - ANSWERSWhich countries make up North American Free Trade Agreement (NAFTA)?
Suppliers
Vendors
Potential clients - ANSWERSWhat is an example of external customers?
Subordinates
Co-workers
Company managers - ANSWERSWhat is an example of internal customers?
Number of customer complaints - ANSWERSIn a purely customer-focused environment, service
measurement is typically in terms of the:
People - ANSWERSThe business of customer service is all about _________.
Listen to me!! - ANSWERSWhich of the following is most likely to lead to a communication breakdown?
Please
I appreciate
Listen to Me
You are right
Stand up if appropriate and offer assistance. - ANSWERSAs a service provider, one way to be nice to
customers when they approach is to:
, Impact of culture - ANSWERS_____ refers to the outcome of people from various countries or
backgrounds coming into contact with one another and potentially experiencing misunderstandings or
relationship breakdowns.
Listening - ANSWERS_____ is the primary means that many customer service professionals use to
determine the needs of their customers.
Empathy - ANSWERS_____ requires putting yourself in the customer's place and trying to relate to the
customer's needs, wants, and concerns.
Process improvement - ANSWERSContinually evaluating products and services to ensure that maximum
effectiveness, efficiency and potential are being obtained from them is called:
Perception - ANSWERSHow someone views an item, situation or other is called ______________.
Stereotype - ANSWERSA generalization made about n individual or group that is not based on reality is
called a ___________.
Disparate treatment - ANSWERS_________ means deliberate discrimination against a person based on
his or her age, race, sex, ethnicity or ability level.
Carl Jung - ANSWERSThe psychiatrist who did much research related to behavioral styles in the early
20th century is _________.
Introvert and Extrovert - ANSWERSCarl Jung divided behavior into two attitudes know as:
Inquisitive - ANSWERS___________ style is one of the behavioral groups characterized by being
introverted and task focused.
Win-win situation - ANSWERSAn outcome to a disagreement in which both parties walk away feeling
that they got what they wanted or needed is a:
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