Chapter 5 - Principles And Technqiues For Customer Communication

Question 1

What are the two main uses of apostrophes

Answer 1

To show where letters have been left out
To show ownership

Question 2

When should semi colons be used (2)

Answer 2

To separate lists of items made up of more than one word
To link two closely related phases

Question 3

What are the correct sign offs for…
“Dear Mr Smith”
“Dear Sir/Madam”

Answer 3

“Dear Mr Smith” is “yours sincerely”
“Dear Sir/Madam” is “yours faithfully”

Question 4

Why are active sentences preferred to passive sentences?

Answer 4

So the customer is clear who is taking action/doing something

Question 5

What are the 4 stages of an ideal call structure?

Answer 5

Greeting the caller
Identifying the caller
Identifying yourself
Setting expectations

Question 6

What are the three key elements to empathy?

Answer 6

Understanding
Responding effectively
Concentrating on the unique circumstances of the client

Question 7

What are 3 ways you could express empathy?

Answer 7

Ask open ended questions
Slow down
Use past experience

Question 8

Name 3 examples of barriers to empathetic listening

Answer 8

Distractions
Daydreaming
Mental rehearsal

Question 9

When might using a hypothetical question be appropriate?

Answer 9

To overcome a difficult objection/seek solutions to a problem

Question 10

According to the Thomas-Kilmarnock Conflict Mode Instrument, what are the 5 strategies of diffusing conflict?

Answer 10

Avoid (saves time but doesn’t solve anything)
Accommodate (quick resolution but assumes other person is right)
Compete (people know where they stand but may increase conflict)
Collaborate (strengthens relationships but is usually slow process)
Compromise (fair but neither party ultimately happy)

Question 11

What are the 4 key drivers of vulnerability?

Answer 11

Health
Life events
Resilience
Capability

Question 12

3 potential consequences of vulnerability

Answer 12

Financial exclusion
Difficulty accessing services
Scams
Disengagement with the market

Question 13

4 ways a business can help vulnerable customers moving forward…

Answer 13

Culture
Staff training
Specialist teams
Referrals to specialist teams
Flexibility
Up to date customer records

Question 14

Life and Pension providers are subject to the Equality Act 2010, which means that…

Answer 14

It is unlawful to discriminate against people with protected characteristics (PC).
PC include age, disability, marital status, race or religion