1. Read the case study, which you will use to answer the questions in the box below. Case Study Background: You have been chosen as a finalist for a customer service position in a new company. One of the key aspects of the job is to demonstrate active listening skills while speaking with customers. In the final interview, you are asked to observe a customer service representative and share your observations. 2. Below are descriptions of how two different customer service representatives (Caris and Liam) responded to upset customers who called in because they had missed the deadline for returning products to the company. Read their reactions, and use them to answer the questions that follow. 3. In both conversations, the customer is requesting a full refund. However, both customers have missed the deadline to receive a refund. Mrs. Donahue shared that she missed the deadline because her husband had a stroke and has been in the hospital for the past two weeks. She has been sleeping in the hospital, and her focus has been on her husband's care. Mr. Metzer shared that he missed the deadline due to a home fire. His family needed to be temporarily relocated into a shelter. They just recently got back inta their own home. Liam's Conversation: (Slouching at his desk with his face resting on his hand) Mrs. Donahue, you need to calm down! (Raising his voice). When you express anger, I feel that you are being disrespectful, and it makes me frustrated. As I already stated, (covering his face and visibly upset) you missed the deadline for returning your item and are not eligible for a refund (sighing loudly). My job here is to help customers, and I wish I could help you - but there isn't anything I can do (Speaking quickly). Is there anything else I can help you with? Caris' Conversation: (Sitting up straight with both feet on the floor.) Mr. Metzer, I am so sorry to hear about your home fire. I can certainly understand how you might have missed the deadline (Said with a caring tone of voice). Although you did miss the deadline to return the item, I would be happy (smiling while talking) to talk with my supervisor to see if an exception can be made. I can't promise you a refund; however, 1 will try. Let me get back to you after I talk with my manager. (Speaking slowly and clearly.) 4. Respond to the questions below in short-answer essay format. Each short-answer essay must contain a minimum of 125 words. Review short-answer essay format information from Lesson 0. 5. You must include at least one reference to your textbook within your response. 6. Be sure to cite any sources you use in APA format as described in Lesson O with an in-text citation and reference. Case Study: Customer Service Observations a. How did the nonverbal communication in each conversation affect the customer experience? Explain your answer. b. How did each conversation demonstrate effective listening? c. Identify and explain two techniques you might use when dealing with an angry customer to resolve the situation. Why would you use these techniques?