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WHAT DO YOU THINK NOW? Project 10.1 Assume you are doing a classroom presentation on customer-focused listening. Reread your responses to the What Do You

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WHAT DO YOU THINK NOW? Project 10.1 Assume you are doing a classroom presentation on customer-focused listening. Reread your responses to the What Do You Think? questions that you completed throughout this chapter. What are some service attitudes and practices that promote the sincere desire to pay attention to what customers say? Which service situations promote effective listening and feedback? Which skills should CSRs practice that complement customer-focused listening? Compile your responses, as directed by your instructor. ONLINE RESEARCH ACTIVITY Project 10.2 Planning a Listening Workshop Research a number of training websites that conduct listening seminars or workshops. As a result of your research, write a one-page training plan describing the topics you would include in a customer-focused listening workshop for service professionals. Submit to your instructor, as directed. COMMUNICATION SKILLS AT WORK Project 10.3 Words That Smile Note your reactions as you hear a classmate recite the three statements below. For the speaker: frown then repeat the same message with a smile. Assume that ted to and understood WHAT DO YOU THINK NOW? Project 10.1 Assume you are doing a classroom presentation on customer-focused listening. Reread your responses to the What Do You Think? questions that you completed throughout this chapter. What are some service attitudes and practices that promote the sincere desire to pay attention to what customers say? Which service situations promote effective listening and feedback? Which skills should CSRs practice that complement customer-focused listening? Compile your responses, as directed by your instructor. ONLINE RESEARCH ACTIVITY Project 10.2 Planning a Listening Workshop Research a number of training websites that conduct listening seminars or workshops. As a result of your research, write a one-page training plan describing the topics you would include in a customer-focused listening workshop for service professionals. Submit to your instructor, as directed. COMMUNICATION SKILLS AT WORK Project 10.3 Words That Smile Note your reactions as you hear a classmate recite the three statements below. For the speaker: frown then repeat the same message with a smile. Assume that ted to and understood

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