• 1. Describe 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 retail store. You receive 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 doesnt 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 made me question continuing my business with you. I demand a working replacement, or my money refunded. Please advise. Thank you. Marilyn Rodgers. Using the fundamentals of business writing and communication techniques covered in this module, compose a professional error-free 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 customers 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.