Special treatment outside of normal customer service policy

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Reference no: EM132211159

1. You are confronted by an angry customer who feels they deserve special treatment outside of your normal customer service policy. You know the customer is in the wrong but you can tell he is very upset. Which of the following is the appropriate reaction for you?

maintain a pleasant expression

maintain an angry expression

maintain a sad expression

maintain a happy expression

maintain a concerned expression

2. What do you call the practice of modifying one's true inner feelings based on display rules?

confirmation bias

deep acting

emotional intelligence

affective camouflage

surface acting

3. When organizing a speech, there are several organizational patterns you can use to arrange the main ideas. Below are the 5 organizational patterns discussed in the reading. For each pattern, provide 2 examples of topics that would work well for each pattern.

Topical

Chronological

Spatial

Cause and effect

Problem-solution

Reference no: EM132211159

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