Customer Service Specialist 2 Assignments

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CSS120 Professional Communication/Call Center: Externship Journal 2

Turn a Negative into a Positive

Externship Journal 2. Turn a Negative into a Positive.

Follow the link

5 Steps to Turn a Negative into a Positive Customer Experience

and read the article.

Explain a co-worker’s absence in a positive way. Review the phrases and suggest ways the statements can be made more positive. Prepare a list of revised statements along with a brief explanation of your suggested revision.

A. I don’t know where Jim is. I’ll have him call you when he gets back.

B. I think she has gone to the restroom. Can I have her call you back?

C. He’s probably still at lunch. Do you want to try back in a while?

D. I think Louisa is coming in tomorrow. I’ll have her call you if she does.

E. Judy went home early today. Can I have her call you tomorrow?

F. Mr. Sanchez has not come in yet. Would you like to try again in an hour or so?

G. Debra is really busy right now. Would you like to leave a message?

Reference chapter 2 page 64-65 and the article in your response.

Submit your paragraph(s) to the Externship Journal 2 Dropbox folder on D2L.

CSS120 Professional Communication/Call Center: Project 2

Are You a Good Listener?

Project 2. How Good Are Your Listening Skills?

Follow the link and take the online listening assessment :

https://www.mindtools.com/pages/article/listening-quiz.htm

A. Copy and paste your results including your total score, score interpretation and assessment recommendations

B.

Table 2.1 on page 52 compares the characteristics of active and passive listening. Review these characteristics and identify the active listening characteristics you possess. List 3 to 5 ways you can become a more active listener.

C. Based on the results from your online assessment write 2 paragraphs (3 to 5 sentences) discussing how you can become a better listener. Reference chapter 2 pages 50-62.

Submit your responses to the Project 2 Dropbox folder on D2L.