Customer Service – Chapter 3 Exam – Flashcards
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A key element in making your interactions successful is to:
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Recognize how you tend to communicate by asking those who know you best for feedback
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Two-way communication involves:
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A sender and a receiver
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A communication delivered through speech or signals is a:
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Message
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The Interpersonal Communication Model contains the environment, the sender, the receiver, message, channel and:
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The methods to encode and decode , as well as the feedback, filters and noise
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A word or phrase that can lead to communication trouble is:
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Honey; Sweetie
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Planning before you come into contact with a customer involves all of these, except:
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Putting in all unnecessary details
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To deliver quality service effectively, you must:
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Deal with the human being first
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When something goes wrong, you should:
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Take responsibility and take appropriate action
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When the telephone rings:
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Clear your head, focus on the telephone and answer professionally and cheerfully
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Dialogue used to enhance relationships, show civility and build rapport is called:
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Small talk
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The silent bond built between two people as a result of sharing common interests is called:
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Rapport
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Pet peeves or hot buttons are behaviors such as:
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Putting someone on hold without permission
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Feedback can:
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Be a positive or negative affect, depending or content or delivery
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The response to a sender's message that allows both the sender and receiver to know that a message was received correctly is:
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Verbal feedback
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All of the following are effective ways to provide feedback, except:
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Remaining emotional when providing feedback
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Projecting a presence that is assured, confident and capable without appearance aggressive or arrogant is known as your level of:
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Assertiveness
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An example of nonassertive behavior is:
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A limp, weak handshake
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Aggressive persons often have behavior and language that is all of these, except:
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Good for solving problems
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Resentment, frustration and retaliation often result when employees
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Misusing his or her power
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Basic strategies that may not help in resolving disagreements are all of the following, except:
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Stressing cooperation rather than competition
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This is the term used to describe the method through which people communicate messages.
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Channel
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__________ consists of physiological factors that inhibit communication and listening.
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Noise
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Dialogue used to enhance relationships, show civility and build rapport
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Small talk
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A practice of a message receiver giving back in his or her own word what he or she believes a sender said.
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Paraphrasing
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The silent bond built between two people as a result of sharing common interests.
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Rapport
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______ involves projecting a presence that is assured, confident and capable without seeming to be aggressive or arrogant.
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Assertiveness
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All of the following are examples of causes of conflict except:
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Independent outcomes
