TSA Study Guide BMAS Standard 7.0 Analyze Customer Service organ

Isla is organizing a team project and needs to decide on the best way to communicate with her team. Which term describes different forms of communication such as email, reports, meetings, and telephone calls?

• Electronic Communication

• Workplace Communication

• Public Speaking

• Autofill

Ensuring customer support is accessible when needed is referred to as ________.

• Availability

• Courtesy

• Accuracy

• Responsiveness

Delivering the same level of service each time is called ________.

• Consistency

• Accuracy

• Responsiveness

• Efficiency

Effectively handling customer interactions with minimal delays is called ________.

• Efficiency

• Accuracy

• Availability

• Courtesy

Grace is working on a project and needs to communicate with her team. Which of the following is NOT a form of workplace communication?

• Email

• Reports

• Meetings

• Autofill

Mia is working at a customer service desk. What is a key aspect of effective communication she should focus on?

• Being courteous and responsive

• Providing inconsistent responses

• Delaying communication

Jackson is preparing a presentation for his team at work. Which of the following is NOT a type of workplace communication he should consider including?

• Reports

• Social media posts

• Meetings

• Telephone calls

Why is non-verbal communication important in business?

• It replaces the need for verbal communication

• It helps convey emotions and intent

• It is less important than verbal cues

• It only applies to public speaking

Benjamin is working at a customer service desk. Effective customer service requires __________, __________, and __________ to ensure a positive experience.

• Availability, Accuracy, Responsiveness

• Speed, Efficiency, Courtesy

• Knowledge, Skill, Patience

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

• Email

• Facial expressions

• Telephone call