Effective Communication
Customer Interactions
Stress and
Time Management
CSR's Tool Box
Miscellaneous
100

Empathy not sympathy builds customer __________

What is rapport?

100

According to our course 75% of the reason for the customers' calls are ____________

What is psychological?

100

Making lists and Planning your day can help with _______________

What is time management?

100

Allowing the customer to talk through the problem and blow off steam is a method of _________________

What is diffusing a customer complaint?

100

Following the steps of a typical call is ___________

What is a call flow?

200

Re-stating a point made by the customer is called ______________

What is Paraphrasing?

200

In reference to his/her business needs our course states what percentage are calling ____________

What is 25%?

200

Doing the hardest task on the daily list can help with ________________

What is procrastination? 

200

Following the call flow strategy facilitating the end of a call  __________________

What is conclude a call?

200

Moderate Volume, Articulation, Moderate Rate and Varied Pitch are_______

What are voice attributes?

300

Sending and Receiving a message is commonly referred to as ___________

What is communication?

300

Customer loyalty and happiness are listed as __________

What are benefits of customer satisfaction?

300

Taking time for yourself is a _____________ strategy.

What is stress management?

300

To guide a customer through his/her points with out excess dialog, a CSR could _____________

What is  ask closed ended questions?


300

Disorganization, Procrastination, interruptions are __________________

What are time robbers?

400

Increased customer satisfaction, analyzing the situation better are ______________

What are the benefits of active listening? 

400

Influencer, Analyzer, Director and Collaborator are _______________

What are four communication styles?

400

Not trying to do too much can be a ___________ strategy.

What is time or stress management strategy?

400

The assertive communication style is preferred in ________________ situations

What is business situations?

400

Your smile is your ___________-

What is your logo?

500

Attention, hearing, understanding and remembering are ______________

 What are the four experiences of active listening?

500

Flexing your communication style and vocabulary 

What is adapting to the customers' knowledge level?

500

Focusing on one task at a time is a good _________ strategy.

What is time or stress management strategy?

500

Finding common ground and focusing on agreement are used ____________

What is to build rapport?

500

Changing tone, being direct, summarizing and asking closing questions are methods of __________________

What are methods of disengaging with customers?