TEST CUSTOMER SERVICE ACADEMY CHAPTER 3

1. Feedback is not an important element in the two way communication model.

2. Customers appreciate your integrity, and they trust you more when you use language such as “I’m sorry” or “I was wrong” when you make a mistake.

3. Phrases such as “I’ll try” or “I’m not sure” send a reassuring message that you’re going to help solve a customer’s problem.

4. When you use agreement or acknowledgment statements, customers can vent without their emotions escalating

5. You should attempt to make a positive impression by focusing on the customer and his or her needs during your initial and subsequent contacts.

6. Having one prepared greeting and closing state ment to use with all customers is a good practice.

7. When you are not certain of an answer, it is a good idea to express an opinion or speculate when something will occur if a customer asks.

8. An acceptable response to a customer’s question about why something cannot be done is “Our pol y does not allow… “

9. You should delay feedback whenever possible un less you’re communicating in writing.

10. The appearance of your workplace has little effect on customer satisfaction as long as you are professional and help solve problems.

11. Assertive communication means expressing your opinions positively and in a manner that helps the customers recognize that you are confident and have the authority to assist them.

12. Assertiveness is another word for “aggressiveness.”