| 1.
|
Identify customer interaction styles. (I)
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| 2.
|
Assess employee interaction style. (I)
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| 3.
|
State the importance of blending interactions styles to deliver
quality customer service in non- profit organizations. (I)
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| 4.
|
Compare and contrast aggressive, assertive, and passive behavior. (I)
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| 5.
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Describe the primary behavior types and explain how they are formed.
(II)
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| 6.
|
Identify appropriate response strategies to the primary behavior
types. (II)
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| 7.
|
Describe the difficult customer and identify effective interactions
with difficult customers. (III)
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| 8.
|
Identify minimizing actions or reactions. (III)
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| 9.
|
Describe models for effective customer service interactions and
identify appropriate responses. (IV)
|
| 10.
|
Identify indicators of success in providing customer service. (V)
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| 11.
|
List methods for evaluating customer service. (V)
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