chapter 9
a kind of communication style. close minded, poor listener, fosters resistance defiance and retaliation
what is aggressive communication style?
a kind of question, used to speed up the interaction.
what is a leading question?
daydreaming, forming a premature
reply or faking attention while thinking about other unrelated matters
what is level 3 listening ?
reaffirms the speaker’s message.
● “I had a similar experience. It was…”
what is reactive feedback?
dept/company name, your name, and offer assistance
what are the key elements of a phone greeting?
a kind of communication style. indirect, hesitant to speak whats on their mind, agrees externally while disagreeing internally
what is passive communication style ?
a kind of question, includes the name of the other person, and an instruction.
hearing only what you want to hear—sorting out what’s not important or of no interest to you. difficulty concentrating or tense with emotions
what is selective listening?
crucial communication tool for delivering great customer service.
what is the importance of body language?
state what you CAN do, NOT what you cant do; avoid using word transfer, pass along info, stay on the line
what are transferring calls?
a kind of communication style. effective active listener, open to negotiating bargaining and compromising in ways that everyone wins
what is assertive communication style ?
may influence customer responses. can cause customer distress. ex: death, suicide, divorce, loss of job etc.
what are sensitive issues?
involves active listening, listener fully engages with the speaker, understanding their message and feelings rather than just waiting to respond
what is effective listening?
○ The business’s public image
○ The nature of the work performed by the employees affected by
the dress code
○ Safety standards
what is dress code?
ask caller permission first, no more than 30 seconds on hold, offer callback number, check back frequently, and thank them
what are placing callers on hold?
a kind of question. use already known information to ask for more details
what is a probing question?
good listener who suspends judgment, is empathetic to the other person’s feelings, and can see issues from the other person’s point of view
what is level 1 listening?
is the process of interpreting messages through your own biases.
what is filtering ?
dictates the rules of acceptable behavior that identify the application of correct or polite manners in a general
business situation. ex: polite language, send thank you notes, turn off phone
what is business etiquette ?
a business proactively initiates calls to potential customers, either to sell them goods or services or to gather information for market research
what are outbound telemarketing activities?
a kind of question. a question where you provide alternatives for the customer to choose from
what is an alternative choice question?
mainly listens to words, but does not fully understand what the words mean, which can often lead to misunderstandings, incorrect actions, and loss of time
what is level 2 listening?
characterizes the listener’s feelings.
● “When you [action], I feel [reaction].”
punctuality, positive attitude, cooperation, dependability, self discipline
what are soft skills?
customers initiating the first point of contact with a company
what are inbound telemarketing activities?