Effective Communication Strategies Flashcards
7 cards from real NCSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Effective Communication Strategies flashcards as text
What is 'jargon avoidance' and why is it important in customer communication?
Answer: Avoiding industry-specific terms that customers may not understand, to ensure clarity
Avoiding jargon ensures customers understand the information being shared without feeling confused or excluded by insider terminology.
A customer service interaction via live chat differs from a phone call primarily because:
Answer: Customers expect instant, abbreviated responses and there is no vocal tone to interpret
Live chat lacks vocal tone, so word choice and response speed become critical, and customers typically expect quick, concise replies.
What is the 'FAB' communication technique used in customer service?
Answer: Feature, Advantage, Benefit — connecting product qualities to customer outcomes
FAB (Feature, Advantage, Benefit) helps representatives communicate value by linking product features to the specific advantages and benefits relevant to each customer.
When a customer asks for something the company policy does not allow, the most effective communication approach is to:
Answer: Apologize and explain what can be done instead of dwelling on what cannot
Acknowledging the limitation while pivoting to available alternatives keeps the conversation constructive and maintains customer trust.
What does it mean to 'close the loop' in customer communication?
Answer: Following up with the customer to confirm the resolution was effective and they are satisfied
Closing the loop means following up to ensure the solution worked and the customer's experience was satisfactory, reinforcing trust and loyalty.
Which behavior undermines trust in written customer communications such as email?
Answer: Using all capital letters throughout the message
Writing in all caps is perceived as shouting or aggression in digital communication and significantly undermines a professional, trustworthy tone.
What is the best way to handle a language barrier when assisting a non-native English-speaking customer?
Answer: Use simple words, avoid idioms, speak slowly, and confirm understanding frequently
Simple vocabulary, slower speech, and frequent comprehension checks are the most respectful and effective strategies for overcoming language barriers.