Understanding Customer Service Communication

Create an engaging image representing customer service representatives communicating effectively over a phone, with illustrations of attentive listening and clear communication.

Understanding Customer Service Communication

Test your knowledge on effective communication in customer service with this engaging quiz! Explore concepts like 'Dead Air', customer perceptions, and strategies for managing silence during calls.

5 Thought-Provoking Questions
Multiple Choice Format
Enhance Your Customer Service Skills

5 Questions1 MinutesCreated by EngagingVoice204

Which of the following best describes Dead Air

Listening to the customer's silence while assisting them?

Saying nothing when asked a question on a call.

A period of unexplained silence on a call

Not placing the customer on hold when necessary.

Which of these best best describes what customers perceive as Dead Air?

The CSR is busy and working hard to them.

The CSR is unwell and may have a sore throat

The CSR needs some time to process what was told

The CSR is inattentive and ignoring their queries/concerns.

When dealing with slow systems, what is the best way to inform the customer?

Inform the customer that there is a delay and thank them for their patience while trouble shooting the issue.

Hmmm softly while waiting for the system to reboot.

Place the customer on hold, refresh you system and do not refresh until it is fully functional

Ask the customer to call back or to be transferred to another CSR immediately.

After informing the customers of the reason for your silence, when would be the best time to refresh the conversation?

Every 10 seconds

Every 30 seconds

Wait for them to interrupt the silence

Every 60 seconds

All of the following are examples of building rapport EXCEPT:

Asking open-ended questions

Paraphrase and confirm that the information gathered is correct

Explain to the customer what you are doing step by step

Try to quickly assist the customer and move on to the next call.

Understanding Customer Service Communication

Understanding Customer Service Communication

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