Ashford University Managing Customer Service Critical Thinking Paper

PROMPT 1:

Managing Customer Service: Key Terms

Managing Customer Service: 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.
  2. List the pros and cons of a call center work environment for customer service representatives.
  3. What is the incentive for companies like Enterprise to train, empower, and reward service professionals?
  4. Name two recognition and reward programs 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.

PROMPT 2:

Communication Essentials: Communication Skills At Work

Project 9.3 Language That Makes a Difference

Communication Essentials: Communication Skills At Work

Brainstorm with other students to provide more appropriate responses to each of the negative language statements shown here. As an alternative, follow your instructor’s directions to join a group and use the instructor-designated discussion board to complete the group project.
Hint: Use “I” statements rather than “you” statements.

1. “You didn’t do this right.”

______________________________________________________________________________

______________________________________________________________________________

2. “You are wrong.”

______________________________________________________________________________

______________________________________________________________________________

3. “Wait here.”

______________________________________________________________________________

______________________________________________________________________________

4. “What’s your problem?”

______________________________________________________________________________

______________________________________________________________________________

5. “You aren’t making any sense.”

______________________________________________________________________________

______________________________________________________________________________

6. “Why are you so upset?”

______________________________________________________________________________

______________________________________________________________________________

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