EBS Chapter 5 Communication with the Customer

Communication is the process when a person sends a _______ to another person.

Customer service staff answer telephone calls from customers or make calls to customers. This is an example of ​ (a)   communication.

• external
• internal
• downward

What is effective communication?
Effective communication occurs when the receiver understands the ________ message from the sender.

Effective communication is important because if a message is not clearly received, miscommunication and __________ can happen.

• mistake

• misunderstanding

• misfortune

Miscommunication and misunderstanding can cause ​ (a)   relationship between colleagues and customers.

• strained
• hostile
• deterioration

The three methods of communication are: __________ communication.

• face-to-face and written

• verbal, non-verbal and body language

• face-to-face, telephone and written

• telephone and non-verbal language

Verbal Communication is when we use _____ to communicate.

We use verbal communication in the following methods of communication:

• face-to-face and telephone communication

• written communication

• internal and written communication

• external and internal communication

Communication by telephone can be challenging because the other party cannot (a)   us.

• see
• hear
• understand

When making telephone calls, staff must know the purpose of the phone call.

• True

• False