Customer Service Skills Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service Skills flashcards as text
Which communication technique involves restating a customer's concern in your own words to confirm understanding?
Answer: Paraphrasing
Paraphrasing involves repeating the customer's message back in the agent's own words to confirm comprehension and show the customer they have been heard.
What is 'active listening' in a customer service context?
Answer: Fully concentrating on the customer's words, tone, and intent while taking notes
Active listening means giving the customer your full attention, avoiding distractions, acknowledging what they say, and asking clarifying questions to fully understand their issue.
Which approach is recommended when dealing with an angry customer?
Answer: Apologize, empathize, and focus on solutions rather than defending policies
The best practice is to acknowledge the customer's frustration with empathy, apologize for the inconvenience, and then focus the conversation on actionable solutions.
What does 'empathy' mean in customer service?
Answer: Understanding and acknowledging the customer's feelings and perspective
Empathy in customer service means recognizing how a situation makes the customer feel and communicating that understanding sincerely.
What is the 'sandwich technique' used for when delivering feedback or bad news to a customer?
Answer: Sandwiching negative information between two positive statements
The sandwich technique delivers difficult or negative information between a positive opening and a positive closing to soften the impact.
Which questioning style is most effective for narrowing down a customer's specific issue?
Answer: Closed-ended questions
Closed-ended questions (yes/no or specific-choice answers) help agents quickly narrow down the exact nature of an issue after gathering initial information with open-ended questions.