1.True or False

TRUE FALSE Burnout at work is due to a fire in the building Positive stress motivates and energizes you Negative stress motivates and energizes you 4 Deep breathing is a form of relaxation Anger management involves noticing what triggers your angered Customer complaints are due to expectations being met The best strategy is a lose-loses The quiet customer says nothing but will not returne Service recovery assumes the customer will never come back ] Proactive problem solving is anticipating problems before they occure Customer satisfaction is the result of expectations being mete A frontline employee would not know the customer well Mystery shoppers assist companies in improving product and service Coaching includes "learn by doing" 15(] Role playing is not an effective way to train customer service reps Problems can be resolved faster when CSR's are empowered 174 CSR's will stay with a company longer if they receive training, recognition and rewardsBetter Business Bureau 1. A give and take between participants