Customer Service Operations - Learning Block 2 Practice Questions Flashcards
Learning Block 2 Practice Questions
All of the following are considered communication categories in the customer service process except:
Flag signal communication
Communication involves which of the following information methods?
Sending and receiving
Which of the following is not an interaction that could create a challenging customer?
Quickly resolving an issue
Which communication method requires an active effort to understand others?
Listening
Which term is used to describe the various methods of communication?
Communication channels
Written communication is particularly effective for communicating a message to which type of audience?
Large
Expressions, hand and eye movements, postures, and gestures are all examples of what type of communication?
Nonverbal communication
All of the following are true when listening for understanding except:
Do not listen for the meaning behind words
All of the following are considered barriers to effective communication except:
Relevance to the receiver
A customer that is angry, openly antagonistic, and aggressive can be classified as a
Challenging customer