Effective Communication
Empathy not sympathy builds customer __________
What is rapport?
According to our course 75% of the reason for the customers' calls are ____________
What is psychological?
Making lists and Planning your day can help with _______________
What is time management?
Allowing the customer to talk through the problem and blow off steam is a method of _________________
What is diffusing a customer complaint?
Following the steps of a typical call is ___________
What is a call flow?
Re-stating a point made by the customer is called ______________
What is Paraphrasing?
In reference to his/her business needs our course states what percentage are calling ____________
What is 25%?
Doing the hardest task on the daily list can help with ________________
What is procrastination?
Following the call flow strategy facilitating the end of a call __________________
What is conclude a call?
Moderate Volume, Articulation, Moderate Rate and Varied Pitch are_______
What are voice attributes?
Sending and Receiving a message is commonly referred to as ___________
What is communication?
Customer loyalty and happiness are listed as __________
What are benefits of customer satisfaction?
Taking time for yourself is a _____________ strategy.
What is stress management?
To guide a customer through his/her points with out excess dialog, a CSR could _____________
What is ask closed ended questions?
Disorganization, Procrastination, interruptions are __________________
What are time robbers?
Increased customer satisfaction, analyzing the situation better are ______________
What are the benefits of active listening?
Influencer, Analyzer, Director and Collaborator are _______________
What are four communication styles?
Not trying to do too much can be a ___________ strategy.
What is time or stress management strategy?
The assertive communication style is preferred in ________________ situations
What is business situations?
Your smile is your ___________-
What is your logo?
Attention, hearing, understanding and remembering are ______________
What are the four experiences of active listening?
Flexing your communication style and vocabulary
What is adapting to the customers' knowledge level?
Focusing on one task at a time is a good _________ strategy.
What is time or stress management strategy?
Finding common ground and focusing on agreement are used ____________
What is to build rapport?
Changing tone, being direct, summarizing and asking closing questions are methods of __________________
What are methods of disengaging with customers?