Customer Care Customer Communication Skills 3

Question 1

What is the 'sandwich' feedback technique used in customer care coaching?

Accepted Answer

Positive feedback, then constructive feedback, then positive feedback

Answer

Negative feedback only to drive improvement

Answer

Constructive feedback first followed by praise

Answer

Peer feedback without manager involvement

Question 2

Which channel typically yields the highest customer satisfaction scores for complex issue resolution?

Accepted Answer

Live phone call with a skilled agent

Answer

Social media DM

Answer

Self-service portal

Answer

Automated email reply

Question 3

What does 'reading the customer' mean for a customer care representative?

Accepted Answer

Assessing verbal and nonverbal cues to tailor the interaction style

Answer

Reviewing the customer's purchase history

Answer

Reading the customer's email aloud

Answer

Looking up the customer in a CRM

Question 4

When a customer says 'I just want someone to listen,' the correct response is to:

Accepted Answer

Allow them to speak fully before responding with empathy

Answer

Immediately offer a solution or discount

Answer

Summarize company policy

Answer

Transfer to a senior agent

Question 5

Which of the following is considered a 'power phrase' in customer service communication?

Accepted Answer

I can definitely look into that for you.

Answer

That's not possible.

Answer

You're wrong about that.

Answer

That's not my department.

Question 6

What is the purpose of a 'closing statement' at the end of a customer care interaction?

Accepted Answer

To confirm resolution, invite further questions, and leave a positive final impression

Answer

To rush the customer off the line

Answer

To document the call for billing purposes

Answer

To read the standard legal disclaimer