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