OFFICE EQUIPMENT
What office machine is used to make copies of documents?
photocopier
What is the most common form of written communication used in offices?
Letters
Who is considered a customer in an organization?
Anyone who receives a service
Which piece of equipment is used to send documents electronically over telephone lines?
fax machine
What should you say first when answering a professional telephone call?
Greeting and company name
What is the first step in handling a customer complaint?
Listen carefully
What device is used to input text and data into a computer?
keyboard
What type of communication involves speaking directly to someone?
Oral communication
What word describes treating customers fairly and respectfully?
Courtesy
Which office machine is used to bind documents together?
Binding machine
Why is tone important in customer service communication?
It affects how the message is received / customer satisfaction
Why should office staff remain calm when dealing with angry customers?
To resolve the issue professionally
What office equipment is used to shred confidential documents?
shredder
What form of communication uses body language and facial expressions?
Non-verbal communication
What customer service principle focuses on meeting or exceeding expectations?
Customer satisfaction