Choose the best course of action for each of the following scenarios. A customer is angry and yelling because no one has been able to resolve an issue with her
product.

As a customer service agent, you are responsible for requesting a replacement part for a customer who is upset that his product needs one.

A customer is being rude to you and using off-color language. You respond
by
.

As a professional customer service agent, your ability to stay positive and focused on finding a solution that satisfies the customer is known as
.

A customer is angry and yelling because no one has been able to resolve an issue with her product. offer her a new one

As a customer service agent, you are responsible for requesting a replacement part for a customer who is upset that his product needs one. Imediatly call for a new one

A customer is being rude to you and using off-color language. You respond by saying please calm down

As a professional customer service agent, your ability to stay positive and focused on finding a solution that satisfies the customer is known as pashience

Explanation:

1. read the following excerpt from franklin d. roosevelt's "fireside chat 19":

on the other side of the picture, we must learn also to know that guerilla warfare against the germans in, let us say serbia or norway, us; that a successful russian offensive against the germans us; and that british successes on land or sea in any part of the world strengthen our hands.

remember always that germany and italy, regardless of any formal declaration of war, consider themselves at war with the united states at this moment just as much as they consider themselves at war with britain or russia. and germany puts all the other republics of the americas into the same category of enemies. the people of our sister republics of this hemisphere can be honored by that fact.  

the true goal we seek is far above and beyond the ugly field of battle. when we resort to force, as now we must, we are determined that this force shall be directed toward ultimate good as well as against immediate evil. we americans are not destroyers — we are builders.

analyze the effectiveness of this excerpt. how does it function within the speech as a whole? how does the structure of the excerpt to convey the speech's purpose and key points? support your argument with evidence from the speech. (10 points)