Final answer:
Self-centeredness and self-protection can impact listening in customer service. Counter attitudinal advocacy can help deal with customer issues.
Step-by-step explanation:
Self-centeredness and self-protection can both impact listening in the context of customer service.
Self-centeredness refers to being focused on oneself and one's own needs, making it difficult to truly listen to others. An example of self-centeredness in customer service would be a customer service representative who constantly interrupts the customer to talk about their own experiences or thoughts, rather than actively listening and addressing the customer's concerns.
Self-protection, on the other hand, involves guarding oneself from potential harm or criticism. In customer service, self-protection can manifest as defensiveness or hostility towards customers, preventing effective listening. An example of self-protection in customer service would be a representative who becomes defensive or dismissive when a customer presents a complaint or concern.
Counter attitudinal advocacy involves advocating for a position that is counter to one's own beliefs or preferences. In dealing with customer issues, counter attitudinal advocacy can be used to challenge one's own biases and preconceptions in order to provide the best possible service. For example, if a customer has a complaint about a product, a customer service representative can engage in counter attitudinal advocacy by putting themselves in the customer's shoes, acknowledging the validity of their concerns, and working towards finding a mutually satisfactory resolution.