Communication Skills Flashcards
6 cards from real Customer Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Communication Skills flashcards as text
What is the purpose of open-ended questions in a customer service conversation?
Answer: To gather detailed information from the customer
Open-ended questions encourage customers to provide more detail, helping representatives better understand the issue.
A customer service rep should avoid which of the following communication habits?
Answer: Interrupting the customer to offer a solution
Interrupting prevents the customer from fully explaining their problem and can make them feel dismissed.
What does 'verbal acknowledgment' mean in a customer service call?
Answer: Using phrases like 'I understand' or 'I see' to show you are following along
Verbal acknowledgments like 'I understand' signal to the customer that you are engaged and following their explanation.
When placing a customer on hold, what is the best practice?
Answer: Ask permission before placing them on hold and provide a reason
Asking permission and explaining the reason for the hold shows respect for the customer's time and sets expectations.
Which of the following best describes 'mirroring' in customer communication?
Answer: Matching the customer's language and pace to build rapport
Mirroring involves subtly matching a customer's communication style and pace to create connection and comfort.
What is the best way to end a customer service interaction?
Answer: Ask if there is anything else you can help with before closing
Checking if there is anything else needed ensures all concerns are addressed and leaves the customer with a positive impression.