Customer Service

Question 0

The sender selects a channel then ….

Answer 0

Creates and encodes the intended message to the reliever

Question 1

What is 2 way communication?

Answer 1

A sender, receiver, channel of communication.

Question 2

The receiver gathers the message then does what?

Answer 2

Decodes the message then decides how to react.

Question 3

What is the channel?

Answer 3

The method of communication ie: face to face, email etc

Question 4

What are filters.

Answer 4

Factors that distort ie: biases, beliefs, culture, education, experience.

Question 5

What is P.L.A.N.?

Answer 5

PREPARE for positive interaction, LET customers know the are important , ADDRESS customers expectations, NURTURE a continuing relationship.

Question 6

Customer centric example

Answer 6

As soon as I have time,

Question 7

Customer cantered example

Answer 7

I’ll take care of that right away,

Question 8

What are vocal cues?

Answer 8

Pitch, volume, rate, articulation,

Question 9

What are proxemics?

Answer 9

The invisible barrier surrounding people . The zone

Question 10

What are special cues.

Answer 10

Nonverbal messages sent on the basis of how close or far someone stands from another

Question 11

Intimate distance

Answer 11

0-18 inches

Question 12

Personal distance

Answer 12

18 inches to 4 feet

Question 13

Social and work distance

Answer 13

4-12 feet

Question 14

Public distance

Answer 14

12 or more feet

Question 15

Environmental cues

Answer 15

Clutter, appearance, unsightly items,

Question 16

What percent is communicated by voice, tone, inflection?

Answer 16

45%

Question 17

What percentage of communication is with words?

Answer 17

20%