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Assignment 1: 21 - 30
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Navy Customer Service Manual
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Assignment 1: 39 - 47
1-31. Placing  individuals  into  groups that you regard as inferior defines what  term? 1. Jumping  to  conclusions 2. Stereotyping 3. Prejudice 4. Racism 1-32. When you must serve a customer who is  emotionally  upset,  you  should act in which of the following manners? 1. Detached  and  stern 2. Calm  and  confident 3. Enthusiastic  and  easygoing 4. Composed and skeptical. 1–33. Ensuring  a  Navy  dependent  receives the services to which he or she is entitled  is  the  responsibility  of which of the following people? 1. The  dependent’s  contact  point representative 2. The  dependent’s  sponsor 3. The  sponsor’s  leading  petty officer 4. The  customer 1-34. You should react to an unpleasant customer in which of the following ways? 1. Repay  rudeness  with  rudeness 2. Keep the contact as impersonal as possible 3. Ignore both the manner and attitude  and  concentrate  on  the problem 4. Both 2 and 3 above 1-35. 1–36. 1-37. 1–38. Mistakes  made  by  Navy  contact  point representatives  in  their  handling of customer needs grow out of negative  attitudes  toward  which  of the  following  individuals? 1. The  customer 2. The  supervisor 3. Their  coworkers 4. Each of the above When you jump to a conclusion, you are  actually  making  a  decision based on which of the following factors? 1. Incomplete   information 2. Misunderstanding 3. Apathy 4. Rudeness When  a  contact  point  representative reacts adversely to a customer, the representative  is  most  likely reacting to which of the following characteristics  of  the  customer? 1. Appearance 2. Speech 3. Attitude 4. Gestures To properly identify what a customer is trying to convey, you should use which of the following methods? 1. Ask them to put their problem in writing 2. Ask them to explain the problem to someone else 3. Ask them to come back at a later  date 4. Ask them questions in a tactful,  skillful  manner 4

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