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

The sandwich technique wraps constructive criticism between two positive observations to keep the recipient receptive to the feedback.

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

Complex issues benefit most from real-time, two-way conversation with a skilled agent who can ask clarifying questions and adapt dynamically.

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

Reading the customer involves picking up on cues about their mood, urgency, and communication preference to adjust your approach accordingly.

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

Sometimes customers need to feel heard before they are ready to accept any solution, so active listening without interruption is the first priority.

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

Power phrases are positive, can-do statements that reassure customers the agent is engaged and willing to help.

Customer Care Practice Test