N2CPCS4-1
Your Score: 0/7
Communication skills can include:
Active listening
Customer satisfaction
Staff development
High sales figures
Effective communication in customer service is important because it can:
Contribute to the success of the organisation
Keep prices low
Deter customer loyalty and repeat business
Give competitor information
Open questions usually:
Can be recall or process questions
Allow for answers which give information
Ask a series of questions
Just require a yes or no answer
Which one of the following is a non-verbal signal that shows how a customer is feeling?
Asking for clarification
Tone of voice
Asking questions
Smiling and nodding
When writing to customers, personal data must be protected because:
The sales team wants to keep their own leads on file
The customer service team has targets
The customer does not want others to see their information
The organisation has a duty to keep information confidential
Written communication is needed for:
External customers
Confidentiality
Legal documents
Customer data
House style is used by organisations to:
Promote a professional image
Check contents of letters
Keep costs down
Create less paperwork
Quiz Complete!
You scored: 0 out of 7