Customer Service Communication Skills 1 — Questions and Answers
Question 1: Which listening technique involves repeating back a customer's concern in your own words to confirm understanding?
- Passive listening
- Reflective listening (Correct answer)
- Selective listening
- Critical listening
Correct answer: Reflective listening
Reflective listening involves paraphrasing what the customer said to confirm you understood their concern correctly.
Question 2: What tone is most appropriate when communicating with an upset customer?
- Defensive and firm
- Calm and empathetic (Correct answer)
- Upbeat and cheerful
- Formal and distant
Correct answer: Calm and empathetic
A calm and empathetic tone helps de-escalate tension and shows the customer you genuinely care about their issue.
Question 3: When writing a customer service email, what should come first?
- Company policy details
- A link to the FAQ
- Acknowledgment of the customer's issue (Correct answer)
- The solution
Correct answer: Acknowledgment of the customer's issue
Acknowledging the customer's issue first shows empathy and validates their experience before moving to solutions.
Question 4: Which phrase is an example of positive language in customer service?
- That's not our policy.
- I can't help you with that.
- I'll find out what I can do for you. (Correct answer)
- You need to call a different department.
Correct answer: I'll find out what I can do for you.
Positive language focuses on what you can do rather than what you cannot, keeping the interaction solution-oriented.
Question 5: What does 'active listening' require a customer service representative to do?
- Speak more than the customer
- Multitask while the customer talks
- Give full attention and respond thoughtfully (Correct answer)
- Wait silently until the customer finishes
Correct answer: Give full attention and respond thoughtfully
Active listening requires full attention, non-verbal acknowledgment, and thoughtful responses that show comprehension.
Question 6: Which of the following is considered jargon that should be avoided with customers?
- Please hold for one moment.
- Your ticket has been escalated to tier-2 ops. (Correct answer)
- I understand your frustration.
- May I have your order number?
Correct answer: Your ticket has been escalated to tier-2 ops.
Internal technical terms like 'tier-2 ops' are jargon that can confuse customers and should be replaced with plain language.
Customer Service Communication Skills 1
Which listening technique involves repeating back a customer's concern in your own words to confirm understanding?