COMMUNICATION
This is the information the sender wants to convey.
Message
What's the correct term for this:
"Can I speak to?"
May I speak to?
J
Juliet
Handling transactions quickly and accurately
Efficiency
First step in a call flow
greeting a caller/greetings
This is the barrier in the communication
Noise
Correct the phrase:
"I'll repeat again..."
I"ll repeat
The ability to retain or remember information over a period of time
Memory Retention
A close and harmonious relationship in which people or groups understand each other's feelings or ideas to communicate well.
Rapport
What are the 5 elements of tone?
Pitch
Pacing
Volume
Emphasis
Pauses
What's wrong in the statement?
"Let me xerox the book"
"xerox" = should be photocopy
The process of providing support, assistance, and solutions to the needs of the customer.
Customer Service
Second step in a call flow?
What are the types of communication?
Verbal and Non-Verbal Communciation
Revise the phrase to make it grammatically correct
"Pleas hold a brief moment"
Please hold a moment.
N
November
Measurement or basis on how products or services supplied by a company meet or surpass a customer’s expectation.
Customer Satisfaction
Hold time procedure
2 minutes
A form of communication which you express your point of view clearly and direct, while still respecting others.
Assertive Communication
Correct the phrase:
"Open the computer"
Turn on the computer
Quebec
What are the different personalities of the customers?
Talkative Customers
Irate Customers
Misinformed customers
Positive Customer
Last step in a call flow?
closing spiel