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
In written customer service communication, what is the recommended sentence length for clarity?
Answer: Short to medium sentences that are easy to scan
Short to medium sentences are easier to read quickly and reduce the chance of misunderstanding complex instructions.
What is 'empathy mapping' used for in customer service?
Answer: Understanding what customers think, feel, and experience
Empathy mapping helps service teams understand the full emotional and experiential perspective of the customer.
Which statement is an example of empathetic language?
Answer: I understand how frustrating that must be.
Saying 'I understand how frustrating that must be' directly acknowledges and validates the customer's emotional state.
What is a 'courtesy title' and when should it be used in customer service?
Answer: Mr., Ms., or Dr. used to address customers respectfully
Courtesy titles like Mr. or Ms. show respect and professionalism, especially in formal or written communication.
Which communication channel is typically best for resolving complex, emotional customer issues?
Answer: Live phone call or video chat
Live voice or video communication allows for real-time empathy, nuance, and faster resolution of complex emotional issues.
What does 'non-verbal communication' refer to in a face-to-face customer service setting?
Answer: Body language, eye contact, and facial expressions
Non-verbal cues like eye contact and posture communicate attentiveness and respect even before a word is spoken.