Customer Service Communication Skills

Question 1

Which listening technique involves repeating back a customer's concern in your own words to confirm understanding?

Accepted Answer

Reflective listening

Answer

Passive listening

Answer

Selective listening

Answer

Critical listening

Question 2

What tone is most appropriate when communicating with an upset customer?

Accepted Answer

Calm and empathetic

Answer

Defensive and firm

Answer

Upbeat and cheerful

Answer

Formal and distant

Question 3

When writing a customer service email, what should come first?

Accepted Answer

Acknowledgment of the customer's issue

Answer

Company policy details

Answer

A link to the FAQ

Answer

The solution

Question 4

Which phrase is an example of positive language in customer service?

Accepted Answer

I'll find out what I can do for you.

Answer

That's not our policy.

Answer

I can't help you with that.

Answer

You need to call a different department.

Question 5

What does 'active listening' require a customer service representative to do?

Accepted Answer

Give full attention and respond thoughtfully

Answer

Speak more than the customer

Answer

Multitask while the customer talks

Answer

Wait silently until the customer finishes

Question 6

Which of the following is considered jargon that should be avoided with customers?

Accepted Answer

Your ticket has been escalated to tier-2 ops.

Answer

Please hold for one moment.

Answer

I understand your frustration.

Answer

May I have your order number?