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Cards In This Set
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When problem solving with customers, determining whether the situation is a disagreement or a true conflict of interest is which step?
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First
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When a CSR accepts responsibility for a situation and apologizes without assigning blame, it is referred to as:
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Ownership
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Using time you have in the most effective way possible is called
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Time management
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The act of puting something off is called
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Procrastination
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Stress arises from
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Aa
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When a person worries about things they have no power to change it is called:
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Negative stress
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Psychological exhaustion and decreased efficiency resulting from overwork and prolonged exposure to stress is known as
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Burnout
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Body language
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Aa
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When interpreting body language, a person's______ communicates the most
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Eyes
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Frowning, squinting, looking down when speaking, and clenching hands are signs of
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Untrustworthiness or defensiveness
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It is importnt to get a clear idea about what is acceptable apparel from your
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Employer
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When deciding whether a dress code is appropriate and what a dress code should be, most organizations take into consideration
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Aa
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This dictates the rules of acceptable behavior that identify the application of correct or polite anners in a general business situation
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Business etiquette
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Punctuality, a positive attitude, and cooperation are important in job performance and are called
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Soft skills
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Putting hand to cheek
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Evaluation, thinking
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