Day 3 Quiz
Customer Communication Skills Quiz
Test your knowledge on effective communication strategies and customer service skills with our concise quiz designed for professionals and learners alike. Improve your ability to engage with customers by recognizing their needs and building rapport.
- Challenge yourself with 10 thought-provoking questions.
- Enhance your understanding of customer communication principles.
- Receive instant scoring and feedback!
To mimic someone is to do what of the following
Speak like his accent, for example Chinese accent, Philippines accent,
Speak matching the same pace (speed)
Use more familiar vocabulary
Speak like he speaks, if he shout we shout too
The best communication advises are
Speak less and listen more
Interrupt when you can
Active listening
Pay attention to tone of voice and emotions
Understand the problem from their point of view
Building a rapport means
Letting the customer vent out and stand besides the customer while building a quality relationship
Become customer's friend and exchange life point of views
Working on your feet means
To working while standing up because setting for a long time is not healthy
To work while knowing all your tools and capabilities in the system and how to function them in serving the customer
What shall you do if you realize some patterns that customer call us after to get help
Get to know what the answer to help the customers faster and reduce my AHT
Get the management informed so they could change something in the system making the experience much better and reducing the volume of calls
Omni Channel means
One agent do all the work
Any kind of a task can be done by an agent
In problem solving skills, should you consult the customer about issue resolution before implementation?
Yes
No
While defining the root of the problem you should be able to understand the customer's perception
Yes
No
Most customers who contact call centers get driven away to competitors because of the negative attitude
Agree
Disagree
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