What roles does empathy play in providing good customer service?

• It helps the customer understand why you cannot solve his problem

• It conveys to the customer that you will do whatever it takes to make sure they leave satisfied

• It shows that you understand how the customer feels

• It gives the customer someone to blame for the problem they are having

Which of the following are important components of good communication as it relates to customer service?

• Making eye contact when interacting face-to-face

• Using a friendly tone and a smile

• Using proper grammar and spelling in written communications

• All of the above

Organizations that treat their customer service as necessary evil generally:

• produce better financial results

• have lower marketing costs

• have less repeat business

• have employee morale

The content of the communication is called:

• message

• noise

• media richness

• jargon

To convert a message into groups of words, symbols, gestures or sounds that present ideas and concepts is called:

• encoding

• feedback

• noise

• media richness

Which of the following is not a medium of transmission?

• Memos

• Policy statement

• Discussions

• All of the above

Which of the following is an example of non verbal communication media?

• Time

• Space

• Bulletin Board

• Both A & B

Any communication that conveys a message consisting of the spoken words is called:

• Visual communication

• Oral communication

• Non verbal communication

• Written communication

A certain look or glance is an example of:

• Visual communication

• Oral communication

• Written communication

• Non-verbal communication

Manuals and policy statements are referred to as:

• upward communication

• downward communication

• horizontal communication

• grapevine communication