Front

What is a key consideration for effective use of email communication?

Back

Using formal tone and clear subject lines

Front

Which technique is essential for effective cross-cultural communication?

Back

Adapting your language to the audience's cultural context

Front

Which of the following is a common impact of language barriers when communicating with customers? Enhanced customer satisfaction, Increased clarity of communication, Improved sales outcomes

Back

Misunderstandings and frustration

Front

When should a CSR obtain assistance when supporting a customer whose primary language is different from their own?

Back

When the CSR feels overwhelmed and unable to communicate effectively

Front

What does emotional intelligence refer to?

Back

The ability to understand and manage your own emotions and those of others

Front

What is an emotional hijack?

Back

An impulsive emotional reaction that overrides rational thought.

Front

What does paraphrasing involve?

Back

Summarizing the speaker's message in your own words

Front

Which of the following is a barrier to active listening? Providing feedback, External distractions like noise, Eye contact, Paraphrasing the message

Back

External distractions like noise

Front

Why is matching a customer’s communication style important?

Back

It helps in gaining their trust and ensuring effective communication

Front

How can a support center promote its image?

Back

By providing timely and effective resolutions