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Customer Service

Restricted Chauffeur Training -Customer Service

QuestionAnswer
What does the "L" in the LAST approach stand for? listen
What does the "A" in the LAST approach stand for? apologize
What does the "S" in the LAST approach stand for? solve
What does the "T" in the LAST approach stand for? thank
What is the L.A.S.T. approach used for? resolving conflicts
Language, age, sex, religion are examples of? classes of diversity
When someone feels their culture is the smartest, they are? enthocentric
The need for orderly service is an example of a customer need
Should you offer to shake a customer's hand no
Name the three parts of communication tone, pitch, volume
How do you know if you are speaking too loudly to a customer they may move away from you
If someone meets a man from Sweden and believes all Swedes have blonde hair and blue eyes, they are stereotyping
True or false - stereotyping occurs when you overgeneralize something about a particular group and apply it to everyone in that group. true
Smiling or folded arms are examples of body language
If a customer offers to shake your hand you should accept it
Created by: PCTC
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