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Customer Service Attitude and Technique The Sixth Episode: Empathy

Publicado em :  2021/05/14

 

    1) The “E” of the international service standards RATER refers to Empathy. How many dimensions does it have?\n A) 4 (correct answer)\n B) 5\n C) 6\n D) 7\n 2) Which of the following concept is empathy primarily about?\n A) You\n B) You guys\n C) Us (correct answer)\n D) Me\n 3) Which area of the brain is responsible for empathy?\n A) Left brain\n B) Right brain (correct answer)\n C) Front brain\n D) Mid brain\n 4) In management studies, there are five principles regarding empathy. The first one is:\n A) Finish Strong (correct answer)\n B) Finish ordinary\n C) Finish with stability\n D) Finish with satisfaction\n 5) In management studies, there are five principles regarding empathy. The second one is:\n A) Get the bad experience out of the way early (correct answer)\n B) Ignore bad experiences\n C) Don’t characterize experiences into good or bad\n D) Don’t let personal bad experiences influence others\n 6) In management studies, there are five principles regarding empathy. The third one is:\n A) Combine the joy and segment the pain\n B) Combine the joy, segment the expenditure\n C) Steady pleasure and segment the pain\n D) Segment the pleasure combine the pain (correct answer)\n 7) In management studies, there are five principles regarding empathy. The fourth one is:\n A) Provide choices and increase the price\n B) Reduce choices and reduce the price\n C) Building commitment through choice (correct answer)\n D) Indifferent choices lead to stronger commitment\n 8) In management studies, there are five principles regarding empathy. The fifth one is:\n A) Give people rituals and stick to them (correct answer)\n B) Give people rituals and stick to the price\n C) Create new experiences and forget the convention\n D) Create new rituals and change the world\n

Actualizada 2022/10/12

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