Communication in the workplace

a customer who readily complains, often loudly and at a great length.

• aggressive customer

• chronic complainer

• clientele

• high-roller customer

a customer who is never satisfied and feels that there is always something wrong.

• chronic complainer

• aggressive costumer

• high-roller costumer

• rip-off costumer

the clients of a company or business.

• customer service

• customer service representative

• clientele

• resolve

Reggie works at a sporting goods store. Which is the best way to answer the store's telephone on a busy day?

• "Please hold."

• "Can I call you back later?"

• "Thanks for calling XYZ Sports. This is Reggie. Can you please hold for one moment?"

• "XYZ Sports. What do you need?"

Olivia is careful of how she communicates with people at work. Which is an example of positive nonverbal communication?

• Smiling and nodding.

• Asking and answering questions.

• Crossing her arms and sighing.

• Rolling her eyes and frowning.

What is communication?

• process of understanding and sharing ideas, opinions or information

• process of knowing and sharing ideas, opinions or information

• process of applying and sharing ideas, opinions or information

• process of remembering and sharing ideas, opinions or information

Tags

CCSS.RI.11-12.7

CCSS.RI.8.7

CCSS.RI.9-10.7

CCSS.RL.11-12.7

CCSS.RL.9-10.7

Why is resolving customer service complaint important?

• most complaints are not valid

• cause customer to never return and bad mouth the company

• it is not important to solve customer service complaints

• resolving the customer service complaints are expensive

Which of the following is an example of active listening?

• Making eye-contact with the speaker

• Checking the time while someone is talking to you.

Check each box that is a sign of active listening

• eye contact

• smile

• ignore distractions

• do not interrupt speaker

Check all forms of communication: (verbal AND nonverbal)

• Texting

• Driving

• Talking

• Email