-

Teamwork is always appropriate in every environment. * True O False A main concern with all elderly customers is technology use. All elderly customers should be assisted when using technology. * O True O False When an employee is confronted with challenging customers, he should categorize them as impatient group, angry group, older group, etc. and target people within the same group using the same strategy. * O True O False A formal tone should always be used when engaging with customers. 3 points True O False The more employees and customers share their personal lives and discuss 3 points their problems, the more the relationship between them will get tighter. * O True False 3 points Rami is a customer who is always late for paying bills. He always gives excuses or tries to blame others. Rami is an immature customer.* True False One way to face customer's anger is through a positive self-concept.* 3 points True False 3 points Whenever a conflict is created between a customer and an employee when communicating through the phone, the employee should eliminate emotion from the call.* True False When you are wrong with your customer, just admit your mistake to avoid 3 points customer upset. True False 3 points Managers can't motivate employees. However, they can create an environment that supports motivation. True False