CRITICAL THINKING

1. Have you ever left a job interview thinking that you did not make a very good impression? In hindsight, can you analyze why you had that feeling and describe it? Might you have committed one of the job interview mistakes noted in the Best Practices feature?

2. Of all the elements that constitute body language, which three would you describe as the most important when serving customers? Explain

3. If one customer expressed confidence and another expressed nervousness, what types of body language signals would you look for in each instance? How good are you at interpreting body language during customer service exchanges? Discuss.

4. In your opinion, what societal factors make it difficult for organizations to establish a proper dress code in today's workplace?

5. When shopping in a retail store or online, how important is it to you for service professionals in person or through virtual chats to practice good business etiquette and manners? Explain.