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________ decreases productivity and comes from worrying about things you have no power to change.

The ultimate goal of conflict resolution is to:

Which of China’s dynasties was the first to not secure Korea as a part of its empire?

A ______ is a predetermined dialogue that states how to respond to common problems.

_______ emphasizes practice that turns information into knowledge and then into practiced experience.

A popular proactive approach in customer service that empowers customers to go to a company’s website and initiate most of the queries and functions normally handled by a call center is called:

The medium through which a message is transmitted to its intended audience is called a:

Telemarketing is a form of:

Managers use _______ to maintain awareness of CSR attitudes toward the customers.

A database created and used by CSRs that contains information on how to resolve common service issues is known as a(n):