The importance of 'tone of voice' in customer service is:

• It helps convey empathy and understanding.

• It is irrelevant to customer satisfaction.

• It only matters in written communication.

• It is solely about the volume of speech.

How does 'body language' affect customer service interactions?

• It has no effect on customer service interactions.

• It can enhance communication and build rapport.

• It only affects face-to-face interactions.

• It is more important than verbal communication.

Describe the role of 'listening skills' in meeting customer needs.

• Listening skills help in understanding customer requirements accurately.

• Listening skills are not important in customer interactions.

• Listening skills only matter in face-to-face meetings.

• Listening skills are only useful for salespeople.

What are 'questioning skills' and how do they impact customer service?

• They help in understanding customer needs better.

• They are not relevant to customer service.

• They decrease the efficiency of customer service.

• They are only useful in sales.

What are interpersonal skills and why are they important in customer service?

• Interpersonal skills are the ability to interact effectively with others and are crucial in customer service for building relationships.

• Interpersonal skills are technical skills required for customer service roles.

• Interpersonal skills are not important in customer service.

• Interpersonal skills are only needed in management positions.

Active listening can improve your communication skills in customer service by:

• Allowing you to understand customer needs better

• Increasing the speed of service

• Reducing the need for follow-up questions

• Improving your technical skills

The role of questioning techniques in enhancing customer service communication is to:

• Improve understanding and clarity

• Reduce the need for follow-up

• Increase customer satisfaction

• All of the above

What are verbal and non-verbal signals, and how do they impact communication in customer service?

• Verbal signals are spoken words, and non-verbal signals include body language; both are crucial for effective communication.

• Verbal signals are written words, and non-verbal signals are facial expressions; neither impacts communication.

• Verbal signals are gestures, and non-verbal signals are tone of voice; both have no impact on communication.

• Verbal signals are emails, and non-verbal signals are text messages; both are irrelevant to communication.

Customer service language should be able to put customers at (a)   .

• risk

• ease

• discomfort

Customer service language needs to be (a)   .

• apathetic

• empathetic

• indifferent