Please read chapter 7 and 8 and anwswer these questions:
1. As a leader, you must always be aware of any customer disconnects. What is meant by the term service breakdown? Please explain.
2. What causes customers to become dissatisfied? What tactics can you use to deal with angry customers?
3. What can you do to lead and assist indecisive people in coming to a decision?
4. How can you effectively deal with rude or inconsiderate customers?
5. As an effective leader, what strategies can you use to build strong relationships with co-workers?
6. List the leadership strategies for effective problem solving.
7. As an effective leader, you must be cognizant of “what makes people tick!!” What are some innate qualities or characteristics that make people unique? What external or societal factors affect the way members of a group are seen or perceived?
8. What are values? Do beliefs differ from values? Explain why or why not.
9. A good leader must be able to effectively deal with people of different cultures. How can you effectively communicate with someone who has difficulty with the English language?
10. What are some techniques for effectively providing service to older customers?
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