Effective Communication Skills Flashcards

A customer says, "I've called three times and nobody fixes this." Which response best demonstrates empathy?

Answer: "I understand how frustrating it is to call repeatedly; I'll take ownership and resolve this now."

Acknowledging the feeling and taking ownership builds trust and de-escalates the situation.

Which technique involves restating the customer's message in your own words to confirm understanding?

Answer: Paraphrasing

Paraphrasing confirms comprehension and shows the customer they were heard.

On a phone call, what accounts for most of how a customer perceives the representative's attitude?

Answer: Tone of voice

Without visual cues, vocal tone carries most of the emotional meaning on the phone.

Which question is an example of an open-ended question?

Answer: "Can you describe what happened when you tried to log in?"

Open-ended questions invite detailed answers rather than yes/no responses.

When a customer uses technical jargon incorrectly, the best approach is to:

Answer: Gently clarify meaning without making them feel embarrassed

Tactful clarification ensures accuracy while preserving the customer's dignity.

Which phrase is most likely to escalate a tense interaction?

Answer: "Calm down."

Telling an upset customer to calm down feels dismissive and often intensifies anger.

What is the primary purpose of summarizing at the end of a customer interaction?

Answer: To confirm agreed actions and ensure mutual understanding

Summarizing verifies next steps and prevents misunderstandings or repeat contacts.