Pragmatics in Customer Service

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The application of how pragmatics is used in customer interaction

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Raja Siti Khumairah

Malaysia

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Pragmatics in Customer ServiceVersion en ligne The application of how pragmatics is used in customer interaction par Raja Siti Khumairah 1 Which of the following best exemplifies how a customer service agent addresses a customer's positive face needs? a "Please provide your account number so I can assist you." b "I understand how frustrating it must be when your order is delayed. Let's see what we can do to get this resolved for you." c "Our policy states that returns are only accepted within 30 days of purchase." d "For security reasons, I will need to verify your identity before proceeding." 2 Which of the following is a key aspect of effective turn-taking in customer service interactions? a Providing detailed explanations without pausing. b Interrupting the customer to offer quick solutions. c Listening attentively and signaling when you are ready for the customer to speak. d Dominating the conversation to ensure all information is conveyed. 3 Which of the following customer service phrases is an example of a repair strategy focused on ensuring understanding? a "Have a nice day!" b "Could you please repeat that last part?" c "Is there anything else I can help you with?" d "Thank you for calling." 4 Which of the following customer service actions is considered a Face-Threatening Act (FTA) that primarily threatens the ‘positive face’ of the service provider or company? a Politely declining a customer's unreasonable request. b Sincerely apologizing for a service error. c Clearly stating the company's return policy. d Expressing empathy for a customer's inconvenience. 5 Which of the following customer service phrases best demonstrates the use of mitigation? a "You are required to fill out this form immediately." b "We cannot process your request without the necessary documentation." c "It seems like there might be a slight delay in processing your refund due to the high volume of requests we're currently experiencing." d "Please call back during our operating hours."

Pragmatics in Customer ServiceVersion en ligne

The application of how pragmatics is used in customer interaction

par Raja Siti Khumairah

Which of the following best exemplifies how a customer service agent addresses a customer's positive face needs?

"Please provide your account number so I can assist you."

"I understand how frustrating it must be when your order is delayed. Let's see what we can do to get this resolved for you."

"Our policy states that returns are only accepted within 30 days of purchase."

"For security reasons, I will need to verify your identity before proceeding."

Which of the following is a key aspect of effective turn-taking in customer service interactions?

Providing detailed explanations without pausing.

Interrupting the customer to offer quick solutions.

Listening attentively and signaling when you are ready for the customer to speak.

Dominating the conversation to ensure all information is conveyed.

Which of the following customer service phrases is an example of a repair strategy focused on ensuring understanding?

"Have a nice day!"

"Could you please repeat that last part?"

"Is there anything else I can help you with?"

"Thank you for calling."

Which of the following customer service actions is considered a Face-Threatening Act (FTA) that primarily threatens the ‘positive face’ of the service provider or company?

Politely declining a customer's unreasonable request.

Sincerely apologizing for a service error.

Clearly stating the company's return policy.

Expressing empathy for a customer's inconvenience.

Which of the following customer service phrases best demonstrates the use of mitigation?

"You are required to fill out this form immediately."

"We cannot process your request without the necessary documentation."

"It seems like there might be a slight delay in processing your refund due to the high volume of requests we're currently experiencing."

"Please call back during our operating hours."

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Pragmatics in Customer Service

Test

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Pragmatics in Customer ServiceVersion en ligne

par Raja Siti Khumairah

Which of the following best exemplifies how a customer service agent addresses a customer's positive face needs?

Which of the following is a key aspect of effective turn-taking in customer service interactions?

Which of the following customer service phrases is an example of a repair strategy focused on ensuring understanding?

Which of the following customer service actions is considered a Face-Threatening Act (FTA) that primarily threatens the ‘positive face’ of the service provider or company?

Which of the following customer service phrases best demonstrates the use of mitigation?

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