Customer Care Customer Communication Skills 2

Question 1

What does 'jargon-free' communication mean in a customer care context?

Accepted Answer

Avoiding technical or company-specific terms customers may not understand

Answer

Using industry slang for speed

Answer

Communicating only in writing

Answer

Restricting communication to FAQs

Question 2

Which nonverbal cue is most important during an in-person customer service interaction?

Accepted Answer

Maintaining appropriate eye contact

Answer

Crossed arms

Answer

Looking at a computer screen

Answer

Tapping fingers on the desk

Question 3

What is the recommended practice when you need to place a customer on hold?

Accepted Answer

Ask permission, state the reason, and give a time estimate

Answer

Place them on hold without warning

Answer

Transfer immediately to reduce wait time

Answer

Mute your line instead of using hold

Question 4

When a customer uses profanity out of frustration, the best first response is to:

Accepted Answer

Stay calm, acknowledge their frustration, and set a professional boundary

Answer

Immediately end the call

Answer

Match their emotional level to show empathy

Answer

Put them on hold until they calm down

Question 5

What is 'mirroring' in the context of customer communication?

Accepted Answer

Reflecting the customer's communication style and pace to build rapport

Answer

Repeating the customer's complaint word for word

Answer

Copying the customer's complaint into a ticketing system

Answer

Showing a screen share to the customer

Question 6

Which phrase best demonstrates empathy in a customer service interaction?

Accepted Answer

I understand that must be really frustrating for you.

Answer

That's not our policy.

Answer

Can I transfer you to someone else?

Answer

Please hold while I check the rules.