P3DBA5-5
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Question 1 of 5
To ensure customer satisfaction an organisation must:
keep promises
achieve goals
make a profit
increase sales
When agreeing an action with a customer, it’s important to:
achieve your targets
tell the customer what you can do
consider teamwork
promote other products
Techniques for monitoring customers’ queries must:
Achieve customer retention
Exceed customer expectations
Engage customers
Fit in with customer service strategy
An active listener will:
judge
resolve complaints
summarise
interrupt
Drag and drop the words into the correct gaps.
non-judgmentalactiveconversationpatiencedecisionhearing
Listening is not something that just happens (that is ), listening is an process in which a conscious is made to listen to and understand the messages of the speaker. Listeners should remain neutral and , this means trying not to take sides or form opinions, especially early in the . Active listening is also about - pauses and short periods of silence should be accepted.
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