CHAPTER 3 - PROBLEM SOLVING

Problem solving is an active resolution to a

challenging situation.

• TRUE

• FALSE

Customers overwhelmingly oppose the use

of creativity in problem solving.

• TRUE

• FALSE

Speed is not an important factor to

customers when they have a problem to be

solved.

• TRUE

• FALSE

Conflict is a hostile encounter that occurs

as a result of opposing needs, wishes, or

ideas.

• TRUE

• FALSE

Brainstorming is an effective problem solving

strategy for individuals to use.

• TRUE

• FALSE

Flowcharts are a simple approach to

diagramming a problem that involves

recording the arguments for and against a

solution.

• TRUE

• FALSE

Showing anger to a customer is appropriate.

• TRUE

• FALSE

The solutions that customer service providers

come up with are always right.

• TRUE

• FALSE

Habits can be a barrier to problem solving.

• TRUE

• FALSE

Follow-up is not important. Customers

remember the beginning of an interaction,

not the end.

• TRUE

• FALSE