Customer Service

Test

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This activity is based on the video https://youtu.be/Eq7Z2i7m57Y?feature=shared

Créé par

Karla Juliana Gutierrez

Mexico

Téléchargez la version pour jouer sur papier

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Customer Service


Customer ServiceVersion en ligne This activity is based on the video https://youtu.be/Eq7Z2i7m57Y?feature=shared par Karla Juliana Gutierrez 1 What is the importance of Customer Service? Choose one or more answers a Having a good communication with customers will make the happy b It can build brand loyalty better than any commercial c Is not as important as it seems 2 How can we practice active listening? Choose one or more answers a Preparing yourself to listen, focusing on verbal and nonverbal language and validating the speaker b Anticipating the customer's question and telling them it's not a big deal c Avoiding extra questions and giving rude, straightforward answers 3 Active listening means that... a The customer's problem is your problem b You care about the problem, however, it's none of your business 4 Leading a problem with empathy means you know__________; otherwise, you won't be able to hear what they want to say a You have a personal problem with the customer b The customer doesn't have a personal problem with you c You have a personal problem with you team, which makes it difficult to solve the customer's problem 5 Empathy makes customers feel: a understood and cared for b rejected c Unhappy 6 While interacting with customers who might overshare information, you must a Engage in a deep conversation about life b Ask more about their personal life, avoiding the real problem c Focus and rely on your problem-solving ability 7 Once you identify the problem, you must... Choose one or more answers a Inform the customer you're unable to solve the problem b Generate some possible solutions and pick the most suitable one c Explain why that's not a real problem 8 Effective communication with the customer requires... Choose one or more answers a Having emotional balance and technical knowledge about your products or services b Having a muttered voice, and zero knowledge about the product or service you provide c Having a clear voice and sound personable and professional at the same time 9 To communicate clearly with your customer, you should include... a encouraging comments, waiting for their responses, and acknowledging their emotions b rambling answers and interrupting their answers, as well as invalidating their emotions 10 To provide good Customer Service, you must... Choose one or more answers a Know and follow internal procedures b Establish a good interaction with the customers c Learn to whom you redirect the customer if the problem is out of your hands d 11 Having a good knowledge of your company's products will help you to... a detect your team's pain points and improve the b address the client's needs quickly and accurately 12 What are some of the skills mentioned in the video? Choose one or more answers a Practice Active Listening b Be rude c Focus on Problem-solving d Unclear communication e Know your company's products or services f Lack of empathy

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Customer Service

Test

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Customer ServiceVersion en ligne

par Karla Juliana Gutierrez

What is the importance of Customer Service?

Choose one or more answers

How can we practice active listening?

Choose one or more answers

Active listening means that...

Leading a problem with empathy means you know__________; otherwise, you won't be able to hear what they want to say

Empathy makes customers feel:

While interacting with customers who might overshare information, you must

Once you identify the problem, you must...

Choose one or more answers

Effective communication with the customer requires...

Choose one or more answers

To communicate clearly with your customer, you should include...

To provide good Customer Service, you must...

Choose one or more answers

Having a good knowledge of your company's products will help you to...

What are some of the skills mentioned in the video?

Choose one or more answers