customer relationship management

Short Essay Questions to Complete and Submit for Mastery Assessment: Answer the following 8 short essay questions from Module 3 Lessons 12 (Chapters 9 - 10 from the book). Be thorough with your responses and real examples/5cenarios given. An example or scenario is supposed to be an actual play-by-play interaction in a real customer service situation. The griding rubric for this assessment appears at the bottom of this page: 1. Deseribe the six elements of the communication model process presented in the module? Provide a real customer service interaction between a CSR and customer and break it down to identify and address each communication element of the process. 2. Explain each of the three communication styles: Aggressive. Passive, and Assertive? Provide an example of how a customer service rep would communicate to a customer using each style and behavior. 3. Provide an example of each of the six types of questions that a CSR might ask a customer: open, probing, closed, alternative-choice, leading. and direct. 4. You work as a customer service representative for a retall store. You recelve the following e-mail from a customer: "Dear sir/madam, This is to bring to your attention that the hair dryer I recently purchased on October 2 doesn't work and is not up to expectations. This is the second time I have had issues with your products in a month. Except for these two products, I have been completely satisfied with your products. However, these issues have mode me question continuing my business with you. I demand a working replacement, or my money refunded. Piease advise. Thank you. Marilyn Rodgers." Using the fundarnentals of business writing and communication techniques covered in this module, compose a professional error-tree reply to this dissatisfied customer and address this issue to her hopeful satisfaction. 5. Explain each of the three levels of listening. Provide an example of how a customer service rep might respond/react to a customer's request based on each listening level. 6. What is selective listening? Give two examples of a negative service encounter in which a CSR using selective listening would respond/react to a customer. 7. Describe five listening techniques presented in the module and how you would apply each of those techniques in a specific customer service encounter. 8. Provide a customer service related example for each of the six roadblocks to listening presented in the module. Short Essay Questions to Complete and Submit for Mastery Assessment: Answer the following 8 short essay questions from Module 3 Lessons 12 (Chapters 9 - 10 from the book). Be thorough with your responses and real examples/5cenarios given. An example or scenario is supposed to be an actual play-by-play interaction in a real customer service situation. The griding rubric for this assessment appears at the bottom of this page: 1. Deseribe the six elements of the communication model process presented in the module? Provide a real customer service interaction between a CSR and customer and break it down to identify and address each communication element of the process. 2. Explain each of the three communication styles: Aggressive. Passive, and Assertive? Provide an example of how a customer service rep would communicate to a customer using each style and behavior. 3. Provide an example of each of the six types of questions that a CSR might ask a customer: open, probing, closed, alternative-choice, leading. and direct. 4. You work as a customer service representative for a retall store. You recelve the following e-mail from a customer: "Dear sir/madam, This is to bring to your attention that the hair dryer I recently purchased on October 2 doesn't work and is not up to expectations. This is the second time I have had issues with your products in a month. Except for these two products, I have been completely satisfied with your products. However, these issues have mode me question continuing my business with you. I demand a working replacement, or my money refunded. Piease advise. Thank you. Marilyn Rodgers." Using the fundarnentals of business writing and communication techniques covered in this module, compose a professional error-tree reply to this dissatisfied customer and address this issue to her hopeful satisfaction. 5. Explain each of the three levels of listening. Provide an example of how a customer service rep might respond/react to a customer's request based on each listening level. 6. What is selective listening? Give two examples of a negative service encounter in which a CSR using selective listening would respond/react to a customer. 7. Describe five listening techniques presented in the module and how you would apply each of those techniques in a specific customer service encounter. 8. Provide a customer service related example for each of the six roadblocks to listening presented in the module