CHAPTER 9

Communication Essentials: Decision Making At Work

Project 9.4 The New CSR—Temporary Hire

A temporary, six-month CSR position has just been filled at Dallas Distribution Center. The new hire is Abhey Patel, a very nice and bright person, who everyone agrees works extremely hard. Abhey has recently established citizenship in America from his homeland, India. Realizing the need to write to customers using proper English and grammar, the other CSRs have been covering for Abhey, proofreading his letters and e-mail messages for him. He is currently enrolled in an ESL (English as a Second Language) night class, but he hasn’t mastered all the fine points yet.

Respond to these questions regarding Abhey’s situation:

1. What are some ways that Abhey can complete his duties on his own more easily?

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2. Do you feel that the supervisor should be informed that Abhey has not yet developed his business writing skills and that others are helping him with his work? Is this practice of helping Abhey hurting his co-workers or the company?

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CHAPTER 10

Customer-Focused Listening: Key Terms

• active listening
• empathy
• filtering
• reactive feedback
• responsive feedback
• selective listening

Customer-Focused Listening: Critical Thinking

1. How effective do you think Bitner’s suggestion for companies to set up “listening posts” throughout your organization might be? Cite examples.
2. Which of the three levels of listening is most commonly in use as you interact with others in customer service situations? Cite examples and explain.
3. Describe two communication incidents you have experienced recently in which active listening and empathetic listening took place. Compare the listening outcome for each occasion.
4. Of the six communication and listening roadblocks, which three do you think CSRs should most avoid using when serving customers? Explain.

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