When dealing with unsatisfied customers, one important aspect of handling the situation is to uncover the source of dissatisfaction – not to just try to make them feel better

Frank starts his calls by saying, "Hi, this is Frank, it is good to hear from you but I have only ten minutes to talk." This is an example of?

A. Returning nonurgent calls in batches B. Identifying time limits C. Developing a phone screening D. Poor phone etiquette

Psychological skills training is appropriate for:

a. higher skilled athletes b. older, more mature athletes who are better able to understand it c. athletes of all ages and skill levels (page 331 right) d. both a and b