Please study the 12 vocabulary terms below. Then press the Mark Complete button to continue.
- allegations
- argument
- behavior
- defense mechanism
- difficult customer
- employee
- golden rule
- interact
- open body language
- paraphrasing
- reputation
- summarize
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Claims where blame is placed on someone, without proof, such as bad service, theft of personal property, or rude behavior.
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The allegations the customer made about the waiter were untrue, he had not been rude to them.
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A verbal disagreement, often angry, by two or more people who cannot find common ground on a given topic.
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I had to be careful how to deal with this customer because I had heard her arguing with the manager earlier and I did not want to cause another argument.
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What people commonly do or act like.
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My manager is watching my behavior towards the customers and if he is pleased with what he sees, he will give me a pay rise.
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Behavior of people protecting themselves, often automatically or unconsciously as a result of anxiety.
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Last time I dealt with this customer, I was so afraid I used a defence mechanism; I blamed someone else to get away from them quickly.
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A guest who constantly complains, even if the service was good.
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I was very worried when my manager said I had to deal with the difficult customer.
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Someone who is hired to perform certain duties, and is given set roles and responsibilities to carry out.
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I was so pleased at becoming employee of the month; it showed that my boss appreciated how hard I had worked.
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The most important thing to remember about a job, such as "treat others as you wish to be treated".
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Housekeeping said the golden rule to keeping this customer happy was to make sure he had plenty of fresh towels.
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To communicate with someone else with or without speaking, such as smiling, nodding, waving, and saying "Good morning" when you pass in the hallway.
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Learning how to interact with customers is a really important part of working with the public.
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The non-spoken communication of a person, to show a person that they are approachable, and friendly.
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When my friend was very cross with the waiter, remaining calm and collected, and showing open body language helped calm the situation down.
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The ability to summarize the main point of a longer conversation or speech, but in your own words.
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Paraphrasing is something I am not very good at, because I nearly always forget something that is said to me.
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The general public opinion of a specific person or entity.
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The hotel had a fantastic reputation, so we immediately booked the largest suite when it became available.
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To rephrase everything that has been said in a shorter way, usually to clarify intent or meaning.
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Summarizing the customer's complaint helped me see how I could solve it for them and it also helped to put the customer's mind at ease.