Save each chapter 5 and 6 questions separately in a word document Chapter 5 1. List three characteristics skilled professionals must display when facing difficult customer situations. 2. is empathy?

Save each chapter 5 and 6 questions separately in a word document Chapter 5 1. List three characteristics skilled professionals must display when facing difficult customer situations. 2. is empathy? 3. are four preparatory steps you can take prior to each customer interaction in order to get focused? 4. Why is it important to let an angry customer vent? 5. How do customers want their incidents and complaints to be handled? 6. do you need to do if you are a predominantly left-brained service provider? 7. do you need to do if you are a predominantly right-brained service provider?? 8. List four techniques a person can use to stay calm when facing a difficult situation. 9. physical benefits do you derive from taking a deep breath when under pressure? 10. is positive imagery? ———————————————————— Chapter 6 1. Define the term root cause. 2. Explain the relationship that exists between processes and procedures. 3. A(n) __________ is a sign or an indication that an incident has occurred. 4. List two types of data you must gather before you can begin diagnosing an incident. 5. are two ways that a short incident description is used? 6. List three benefits that are derived by asking questions. 7. Why is incident management referred to as a “closed loop process”? 8. When can incident notification occur? 9. are the goals of customer notification? 10. does an Ishikawa diagram display?

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