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Answer Discussion Questions

The Discussion Assignment:

The  “Seeking Information from a Client” Case is located on page 131 in your textbook (attached below labeled “Client Case”).  Answer the following critical thinking questions

  • Since you don’t have a relationship with Sylvia, what will you do to get off to a solid start during your visit?
  • How should you approach Sylvia verbally and nonverbally?
  • What strategies among the ones discussed in this chapter (chapter is attached below labeled “Ch.3 Customer Service”) can you use to find out where you and LKM stand in Sylvia’s mind?
  • What might you propose to Sylvia to try to change her mind if she indicates that she is planning to move the account?

    • Customer Service, 7th Edition, Robert  W. Lucas, McGraw Hill Education, 2 Penn Plaza, New York, NY 10121, 2019.

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