Customer Service final

Question 1

What is “Active Listening”?

Answer 1

The practice of preparing to listen, observing what verbal and non-verbal messages are being sent, and then providing appropriate feedback for the sake of showing attentiveness to the message being presented

Question 2

What is the Human-Animal bond?

Answer 2

A mutually beneficial and dynamic relationship between people and animals

Question 3

Define Empathy

Answer 3

Feeling what another person feels; the ability to put yourself in someone else’s shoes

Question 4

What are signs of active listening?

Answer 4

Slight head nodding, Eye contact when appropriate, Smiling, Good posture, Mirroring of expressions, Verbal affirmations, paraphrasing, asking relevant questions, reflecting on previous conversations

Question 5

What are barriers to working in Veterinary customer service?

Answer 5

Working with a variety of personalities, different cultures High emotional environments (anger, sadness etc between staff and clients), mistakes or conflicts that occur between individuals

Question 6

How does the Human-animal bond affect the Vet industry?

Answer 6

Increased owner compliance, regular check-ups for patients, owners provide high-quality nutrition, owners recommend services to family or friends

Question 7

Managing Conflict: Compromise

Answer 7

both parties are willing to give up a little to reach a resolution

Question 8

Managing Conflict: Avoidance

Answer 8

neither party takes action to address the issue

Question 9

Managing Conflict: Collaboration

Answer 9

when everyone is willing to investigate alternatives

Question 10

Dominant Communicator

Answer 10

Driven, goal oriented, gets to the point

Question 11

Influencer Communicator

Answer 11

Upbeat, charismatic, friendly, easy to connect to

Question 12

Conscientious Communicator

Answer 12

Analytic problem solvers, like consistency and stability, deliberate and calculated

Question 13

Define PIPEDA

Answer 13

Personal Information Protection and Electronic Documents Act

Question 14

Ways the Human/Animal Bond can affect Animal Welfare Industries

Answer 14

Owner is more likely to maintain pet’s health
Owner is more likely to comply with preventive medicine
Owner is more likely to recommend a pet to a friend/family member

Question 15

What are the 3 elements of personal communication

Answer 15

Verbal 7%, Para Verbal 38%, Non Verbal 55%

Question 16

3 examples of Verbal, Non Verbal and Para Verbal personal communication

Answer 16

Spoken words: The words we use, remain professional, Vaccines vs shots, drugs vs meds
Body Language: Crossing arms, slouching facial expressions
How we say things: Tone, Pitch, Sarcasm

Question 17

How does effective communication affect client compliance

Answer 17

Builds trust
Builds rapport
Builds confidence in our ability to help

Question 18

Managing Conflict: Acommodation

Answer 18

one person is willing to give​ up their position

Question 19

Managing Conflict: Competition

Answer 19

One party attempts to win the conflict through dominance andpower

Question 20

Steady Communicator

Answer 20

Personable, loyal, nurturing, peacemakers - Most people-oriented of the communicators