Understanding Customer Service 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
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.
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