FTCC MKT223 2020 September Chapter 9 Discussion Latest

MKT223 Customer Service

Chapter 9 Discussion

Effective Listening/Communication-Telephone Techniques at Staff Temps

INTRODUCTION

Were You Listening?  Effective listening is the most important skill in communication. It involves both real (actual) listening and perceived (seen) listening.

THE PROMPT

 Respond to the following statement and questions in the discussion forum for this part titled "Module Three - Effective Listening." Telephone Techniques at Staff Temps Face to Face p. 380.

Critical Thinking Quetions:

1. How well was this Customer call handled?

2. What should you have done differently?

3. Do you believe that Aretha was justified in how she treated you?  Explain.

4.  How do personal problems or priorities sometimes affect customer service?

Post your opening response to the above questions early in the assignment period so that others have time to respond to you.

Using the skills for effective listening, respond constructively to at least two other students describing how they could have put some of these listening skills to use. More extensive participation will be noted.

SPECIFICATIONS

Post your opening response to the question early in the assignment period so that others have time to respond to you.

For a top score, post a thoughtful response to at least two classmates' descriptions of their experiences. Use the above questions as a guide, and add other questions or comments as appropriate.

You must respond constructively to at least two other students. More extensive participation will be noted