Customer Service

Communication is comprised of the following skills / elements:

• Thinking

• Listening

• Talking

If the Customer perceives you as confident in your abilities to help them,it will do the following:

• Decline in service levels

• Encourage repeat customers

• Refuse to do business with you

You can match a customer's communication style by?

• Talking over the customer

• Matching the customer's vocabulary

• Ignoring the customer

• Shouting

The two critical qualities to the 'Customer Friendly Approach are'?

• Effective Communication

• Paraphrasing

• Apologizing

• Building Relationships

All the following are Common Barriers to Listening except

• Prior Knowledge

• Distractions

• Emotional Carryover

• Brain Freeze

What is Excellent Customer Service

• Transferring the Customer

• Saying you're sorry

• It means exceeding (going above and beyond the the customer's expectations

• Sympathizing with the customer

Which of the following is a characteristic of excellent customer service?

• Being Empathic

• Sympathizing with the customer

• Putting the customer on mute

The different levels of listening are?

• Ignoring

• Attentive

• Selective Listening

• Pretend listening

What are Jargons?

• Stress Signals

• Communication Styles

• Terms used within a company that customers are not privy to

• Terms used to describe people

Family> Integrity> Reliability >Quality, these are the _ _ _ _ Values of itel international

(a)