____Better Business Bureau 1. A give and take between participants ____Mediation 2. Legal process involving fact finding and decision ____Arbitration 3. Process to resolve difference between participants, not legally binding ____negotiation 4. Plays a leadership role in resolving customer and business complaints Match the word in the left column with the definition in the right column (8) ____Service Recovery 1. Includes body language and eye contact ____Standards 2. A benchmark to achieve or exceed ____Softening techniques 3. Database used by CSR’s on resolving customer service issues ____Knowledge base 4. Providing solutions to customer problems in an effort to retain the customer
____Better Business Bureau 1. A give and take between participants
____Mediation 2. Legal process involving fact finding and decision
____Arbitration 3. Process to resolve difference between participants, not legally binding
____negotiation 4. Plays a leadership role in resolving customer and business complaints
Match the word in the left column with the definition in the right column (8)
____Service Recovery 1. Includes body language and eye contact
____Standards 2. A benchmark to achieve or exceed
____Softening techniques 3. Database used by CSR’s on resolving customer service issues
____Knowledge base 4. Providing solutions to customer problems in an effort to retain the customer
Step by step
Solved in 2 steps
