Customer Service Operations - Learning Block 2 Practice Questions Flashcards

Learning Block 2 Practice Questions

1
Q

All of the following are considered communication categories in the customer service process except:

A

Flag signal communication

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2
Q

Communication involves which of the following information methods?

A

Sending and receiving

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3
Q

Which of the following is not an interaction that could create a challenging customer?

A

Quickly resolving an issue

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4
Q

Which communication method requires an active effort to understand others?

A

Listening

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5
Q

Which term is used to describe the various methods of communication?

A

Communication channels

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6
Q

Written communication is particularly effective for communicating a message to which type of audience?

A

Large

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7
Q

Expressions, hand and eye movements, postures, and gestures are all examples of what type of communication?

A

Nonverbal communication

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8
Q

All of the following are true when listening for understanding except:

A

Do not listen for the meaning behind words

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9
Q

All of the following are considered barriers to effective communication except:

A

Relevance to the receiver

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10
Q

A customer that is angry, openly antagonistic, and aggressive can be classified as a

A

Challenging customer

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