Check for Understanding: Developing a Positive Attitude - Exercise

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Check for Understanding: Developing a Positive Attitude - Exercise

Check for Understanding: Developing a Positive Attitude

Duration: 5 to 10 minutes.

In this exercise, please respond to the following questions:

  1. Good people skills do not include which of the following?
    1. Don't take customer's negative comments personally.
    2. Smile.
    3. Play the game and pretend to care about your customer.
    4. Don't let a negative experience influence your reaction to the next customer.
  2. Consider the following scenario and then respond the questions at the end.

    SCENARIO:

    Miranda: That last call upset me so much! I am still shaking. I just don't think I can take any more. This job is too hard on me.

    Michael: Wow, I am sorry you had such a bad call. Are all your calls like that?

    Miranda: No. But when I do get a call like that one, I just want to quit! The customer insulted me and called me "incompetent."

    Michael: Well, I'm sorry about that, but you need to remember that the customer was just venting, and not personally attacking you.

    Miranda: It sure sounded like he was attacking me.

    Michael: Take a deep breath, shake it off, and remember all the nice things most of your customers say to you.

    Miranda: You are right, Michael. Thanks. This job really isn't so bad. I just need to stay focused and have happy thoughts.

    QUESTIONS:

    1. What was Miranda doing that made her feel so bad?
    2. How did Michael help Miranda's attitude become more positive?

Solution:

  1. C. Play the game and pretend to care about your customer.
    1. Miranda was taking the customer's negative comments personally.
    2. Michael reminded Miranda that the customer was not attacking her personally, and that she had many positive interactions with customers.
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