Importance of Communication in Customer Service

Which of the following is not an effective medium to communicate with customers?

• Face to Face

• Instagram

• Starting a fire

• WhatsApp

Which of the following skills is most effective in communicating with customers?

• Listening

• Computer Repair

• Playing a sport

• Managing Money

Of the channels listed below, identify the 2 that are most effective when communicating with customers.

• Facebook

• E-mail

• Selling a product

• TVJ

What type of listening is best for good communication?

• Laissez-faire listening

• Backward listening

• Conservative listening

• Active listening

In addition to active listening, what action helps in understanding a speaking customer?

• Typing

• Speaking fluently

• Observation

• Tidying the store

True of False: Facial expressions are not a part of body language

• True

• False

Identify the word or phrase that most accurately completes the following sentence.

Body language is ____

• Second nature to humans

• Not important in customer service

• Just another scientific study

• Communicating without words

True or False: How an employee dresses affects his/her body language when communicating to customers.

• True

• False

Identify 3 body language cues that positively affect an employees ability to communicate with a customer

• Making eye contact

• Fidgiting

• Frowning

• A confident stance

• Smiling

What is the ultimate aim of actively listening to a customer?

• To quickly move to the next customer

• To meet the customers' expectations

• To ensure you don't lose your job

• To win the Employee of the Month award