I have no time I need all answer together Course customer service

1. Describe the behaviours of a person you know who predominately uses a passive communication style, one who uses an aggressive communication style, and one who uses an assertive communication style. How did each of those styles impact upon their dealings with customers and colleagues?

2. Assume that a customer returns an article of clothing or a household item for a refund or credit. Develop six queries a CSR might use in this situation that make use of each type of question: open, probing, closed, alternative choice, leading, and direct.

3. Describe your reaction to a business letter or e-mail message you've received recently that you perceived as having an inappropriate tone. In what ways was it insensitive? How did it make you feel?

4. Which of the three levels of listening is most commonly in use as you interact with others in customer service situations? Cite examples and explain.

5.Describe two communication incidents you have experienced recently in which active listening and empathetic listening took place. Compare the listening outcome for each occasion.