Customer Service Module Assignment-

1. List four words to use and four words to avoid.

2. List and define the five methods of communication.

3. What factors can cause people to have poor listening skills?

4. What characteristics can an individual's voice reveal about him or her?

5. Explore some tactics for recording information received by telephone. What procedures does your company use?

6. How can the development of customer intelligence enhance relationship marketing with specific clients?

7. How should you respond if a face-to-face customer refuses to maintain eye contact?

8. How do you view voice mail systems as a customer? As a customer service provider?

9. What information should be included on a fax cover sheet?

10. Investigate the privacy issues related to e-mail.