Term
| How many interpersonal skills are there? |
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Definition
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Term
| Most important purpose to state your purpose clearly? |
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Definition
| Stating your purpose clearly |
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Term
| How many interacting strategies are there? |
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Definition
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Term
| What are the 4 interacting strategies? |
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Definition
Directing
Convincing
Involving
Supporting |
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Term
| What are the 7 interpersonal skills? |
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Definition
Stating your purpose clearly
Providing a compelling rationale
Encouraging open expression
Showing understanding
Encouraging Open Expression
Showing Understanding
Giving and Inviting specific feedback
Reframing difficult situations
Acting with integrity |
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Term
| How do you improve service starts with specifically? |
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Definition
| listen to the customer needs |
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Term
| (T or F) Many of the skills emphasized in this course also apply to the staff, vendor, and professional relations? |
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Definition
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Term
| Customers want to feel a _______ relationship with the business they are frequent and the employees they deal with. |
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Definition
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Term
| _____ The PGA Customer Relations Model comes from understanding the _________ |
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Definition
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Term
| The _____ of poor service is often the loss of ______ goodwill that, in many cases, has taken several years to develop. |
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Definition
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Term
| _____ Procedures for handling Complaints and improving customer relations pay off by strengthening the business/ _____ relationship and encouraging repeat business |
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Definition
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Term
| Organizational Service Climate -____-___ |
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Definition
Customer Satisfaction
Financial Performance |
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Term
| Because the typical facility draws from a pool of hundreds or thousands of potential repeat customers, the Return of Investment (ROI) in customer relations can _______ a substantial boost |
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Definition
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Term
| What are the four things customers want in a relationship? |
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Definition
Organization to recognize the the importance of a positive
Customer relations climate
Invest resources in planning
operational procedures
staff training to create that climate |
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Term
| Contact frequency was ______ in the early stages of relationship or in short - term relationships for long-term relationships, the duration of the relationship was more important in determining relationships strength than the frequency of ______. |
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Definition
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