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WorksheetsImportance of Communication in Customer Service
Total questions: 10
Worksheet time: 10mins
Which of the following is not an effective medium to communicate with customers?
Face to Face
Starting a fire
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.
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
