WorksheetsCS2 Standard Understand how to communicate in a CS enviro.
Total questions: 17
Worksheet time: 9mins
Identify all the elements involved in communication
Sender
Clutter
Receiver
Message
Identify the non verbal communication methods
Facial expression
Phone call
Body language
Over the counter conversation
Identify all the communication methods from the list below:
Digital
Written
Verbal
Body language
What is an SLA?
Service level agreement
Serious legal advice
Suitability long advert
Static level agreement
What can you so to adjust your verbal communication?
Adjust your volume
Use emoji's
Speak slower
Use capital letters
What elements effect communication through body language?
Facial expression
Spelling
Posture
Movements
Identify all the potential impacts of positive customer service language from the list below:
Repeat business
Complaints
Improved customer experience
Decreasing revenues
Which statements could be considered as negative?
"I can certainly do that."
"Rest assured I can sort that for you."
"No problem."
"No worries."
What would be considered positive body language?
Sitting with arms folded
Finger tapping
Fiddling with a pen
A warm smile
Identify the different types of questions from the list below:
Open
Closed
Probing
Cataloguing
Identify the effective listening skills from the list below:
Taking notes of what is being said
Assuming the customers needs
Letting the customer speak
Tapping a pen
Which of the following are forms of written communications?
Team meeting
Letter
Conversation with a customer
What etiquette would be considered in a digital media policy?
The type of language used
The timing of social media posts
Appropriate media (Pictures & videos)
The use of appropriate emoticons
What are the benefits of written communications?
There is a physical record of the communication
It costs money to send through the post
It can feel personal from a customer point of view
It can be misinterpreted.
What would be considered negative customer service language
"We don't offer that anymore"
"I can certainly arrange that"
"I can help you with that"
"We can make that appointment for you."
How could organisational standards be maintained?
Corporate colours
Version control
Copying the layout of letters from a competitor
Document sign off procedures
What are considered to be the advantages of social media?
Developing a customer relationship
Spreads bad news quickly
Widens the customer base
Can attract negative feedback
