| A | B |
|---|
| Irate customer found error | make sure error is corrected |
| Maintain customer service mindset | devote full attn. to customers |
| improve level of customer service | conduct surveys |
| re-enforcing serv. orientation thru communication | builds positive relationships |
| guideline re:customer inquiries | make sure you clearly understand |
| handling return calls to customers | What time would it be convenient for me to call? |
| May happen when communicating with global customers | customer may be offended due to differences in local culture |
| adapting communication to appeal to other cultures | be flexible, patient & empathetic |
| affects a business choice of policies | nature of business |
| purpose of business policies | make sure the business's actions are consistent |
| customer is being disagreeable | listen and try to stay calm |
