Customer Interaction and Communication Flashcards

In written chat support, why should agents avoid typing in all capital letters?

Answer: It is perceived as shouting and appears unprofessional

All-caps text reads as shouting in written communication and damages the professional tone.

What does the communication technique of "mirroring" involve?

Answer: Subtly matching the customer's pace, tone, and vocabulary to build rapport

Mirroring means adapting pace, tone, and word choice to the customer, which builds subconscious rapport.

A customer asks a question the agent cannot answer. What is the best response?

Answer: "That's a great question — let me find that out for you right now."

Taking ownership of finding the answer maintains confidence and keeps responsibility with the agent.

Which is an example of a closed-ended question?

Answer: "Did you receive the confirmation email?"

A closed-ended question can be answered with yes or no, unlike open-ended "how," "what," or "why" questions.

When is it most appropriate to use open-ended questions on a call?

Answer: When gathering details about a problem the customer has not fully described

Open-ended questions draw out details and context during the discovery phase of a call.

An agent needs to explain a technical process to a non-technical customer. What is the best approach?

Answer: Use plain language and simple analogies, checking for understanding along the way

Plain language with comprehension checks ensures the customer actually understands the explanation.

What is "dead air" on a call, and how should agents handle it?

Answer: Prolonged silence; avoid it by narrating actions like "I'm pulling up your account now"

Dead air is uncomfortable silence, and narrating your actions keeps the customer engaged and informed.