Deck 6: Communications in Customer Service

Question 1

A fax cover sheet should include all, but which, of the following?

A)your name
B)your title
C)the date
D)your home telephone number

Answer 1

D

Question 2

How do you view voice mail systems as a customer? As a customer service provider?

Answer 2

Give your own opinions of voice mail systems as a customer and customer service provider

Question 3

Can the use of power phrases be an effective communication? Why?

Answer 3

By using power phrases, we can send the message to our customers that they are important and that we value their opinions We express to customers that their ideas are important and that we recognize the value of their time and expertise

Question 4

Jonathon composes inspiring articles that encourage his readers to consider a variety of viewpoints.Jonathon is skilled in which method of communication?

A)listening
B)writing
C)talking
D)reading

Question 5

What characteristics can an individual's voice reveal?

Question 6

List and define the five methods of communication.

Question 7

Investigate the privacy issues related to electronic mail.

Question 8

What factors can cause people to have poor listening skills?

Question 9

Allowing our eyes to make visual contact with someone else's is referred to as:

A)voice inflection.
B)eye contact.
C)visual interaction.
D)imagery.

Question 10

What information should be included on a fax cover sheet?

Question 11

How should you respond if a face-to-face customer refuses to maintain eye contact?

Question 12

Explore some tactics for recording information received by telephone.What procedures does your company use?

Question 13

When dealing with people from other cultures who seem uncomfortable with eye contact, we should:

A)take their discomfort as an indication of their honesty.
B)try to maintain eye contact anyway.
C)accept them as they are.
D)all of the above.

Question 14

Which of the following is not a word to use when dealing with customers?

A)yes
B)challenge
C)difficulty
D)will