Ashford University Managing Customer Service Critical Thinking Paper
PROMPT 1:
Managing Customer Service: Key Terms
Managing Customer Service: Critical Thinking
- Why is it important for managers to use measurable customer service standards? Cite two examples of measurable standards you’ve followed in previous work experiences.
- List the pros and cons of a call center work environment for customer service representatives.
- What is the incentive for companies like Enterprise to train, empower, and reward service professionals?
- Name two recognition and reward programs you would like to participate in and describe what you think is effective about each one.
- What skills do you possess that would make you an effective customer service manager? Describe in a short paragraph how you would apply your managerial talents in a customer service setting.
PROMPT 2:
Communication Essentials: Communication Skills At Work
Project 9.3 Language That Makes a Difference
Brainstorm with other students to provide more appropriate responses to each of the negative language statements shown here. As an alternative, follow your instructor’s directions to join a group and use the instructor-designated discussion board to complete the group project.
Hint: Use “I” statements rather than “you” statements.
1. “You didn’t do this right.”
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2. “You are wrong.”
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3. “Wait here.”
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4. “What’s your problem?”
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5. “You aren’t making any sense.”
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6. “Why are you so upset?”
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