Chapter 10
October 6, 2021
Consider transformational and transactional leadership, and analyze the sources of power (e.g., expert, referent, etc.) that are associated with each.
October 6, 2021

PROMPT 1:
Managing Customer Service: Key Terms

certification
coaching
role-playing
standards

Managing Customer Service: Critical Thinking

Why is it important for managers to use measurable customer service standards? Cite two examples of measurable standards you’ve followed in previous work experiences.
List the pros and cons of a call center work environment for customer service representatives.
What is the incentive for companies like Enterprise to train, empower, and reward service professionals?
Name two recognition and reward programs you would like to participate in and describe what you think is effective about each one.
What skills do you possess that would make you an effective customer service manager? Describe in a short paragraph how you would apply your managerial talents in a customer service setting.

PROMPT 2:
Communication Essentials: Communication Skills At Work
Project 9.3 Language That Makes a Difference

Brainstorm with other students to provide more appropriate responses to each of the negative language statements shown here. As an alternative, follow your instructor’s directions to join a group and use the instructor-designated discussion board to complete the group project.
Hint: Use “I” statements rather than “you” statements.
1. “You didn’t do this right.”
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2. “You are wrong.”
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3. “Wait here.”
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4. “What’s your problem?”
______________________________________________________________________________
______________________________________________________________________________
5. “You aren’t making any sense.”
______________________________________________________________________________
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6. “Why are you so upset?”
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