Exam 3: Verbal Communication Skills

_____ is the response to a sender's message that allows both the sender and receiver to know that a message was received correctly.

When something goes wrong, a service provider should ________.

Dialogue that is used to enhance relationships, show civility, and build rapport is called ________.

Which type of behavior sustains customer relationships rather than destroying them?

The specific practice of a message receiver giving back in his or her own words what he or she believes a sender said is called feedback.

Which of the following statements is true of feedback?

The environment is one of the elements in an interpersonal communication model.

Messages sent to someone through other than spoken means are called nonverbal feedback.

The business of customer service is all about ________.

Aggressive communication aims at expressing dissatisfaction in a manner that does not create breakdown in the relationship.

Defusing a situation with a customer by acknowledgment can be used in every unhappy situation with any customer.

You take on the role of decoder when you initiate a message with your customer.

Which of the following statements best describes noise?

A communication delivered through speech or signals is known as ________.

Aggressive assertiveness is appropriate in all situations.