134 PART 2 Essential Customer Service Skills KEY TERMS certification role-playing standards coaching CRITICAL THINKING 1. 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. 4. Nar you des each 5. Wh 2. List the pros and cons of a call center work en- vironment for customer service representatives. 3. What is the incentive for companies like you Des Enterprise to train, empower, and reward ser- vice professionals? appl serv | WHAT DO YOU THINK NOW? Project 8.1 Assume you are doing a classroom presentation on managing custo your responses to the What Do You Think? questions that you con this chapter. What are some service attitudes and nractiggs t compa relativ that a follow discu 1. 2. 3. A. and reward programs 4. Name two recognition you would like to participate in and describe what you think is effective about each one. 5. 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. Pr At Se anaging customer service. Reread that you completed throughout ctices that over time prepare you at training or retraining can help d CSR issues do you believe are on skills shout 1