N2CPCS4-1
Your Score: 0/7
Communication skills can include:
Staff development
Active listening
Customer satisfaction
High sales figures
Effective communication in customer service is important because it can:
Contribute to the success of the organisation
Deter customer loyalty and repeat business
Give competitor information
Keep prices low
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 questions
Smiling and nodding
Tone of voice
Asking for clarification
When writing to customers, personal data must be protected because:
The customer does not want others to see their information
The sales team wants to keep their own leads on file
The customer service team has targets
The organisation has a duty to keep information confidential
Written communication is needed for:
Confidentiality
Customer data
External customers
Legal documents
House style is used by organisations to:
Check contents of letters
Promote a professional image
Keep costs down
Create less paperwork
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You scored: 0 out of 7