Lesson 15.2 Communication Skills

Question 1

slangnonverbal communicationparaphrasing

Revolt · Accepted Answer

X slang

Question 2

good customer service✔ the customer service mindsetpoliteness

Revolt · Accepted Answer

✔ the customer service mindset

Question 3

verbal communication✔ active listeningnonverbal communication

Revolt · Accepted Answer

active listening

Question 4

Question 24

Revolt · Accepted Answer

be more formal

Question 5

Question 25

Revolt · Accepted Answer

treat people as you want to be treated

Question 6

Question 26

Revolt · Accepted Answer

factually accurate

Question 7

Question 39

Revolt · Accepted Answer

maintain eye contact

Question 8

Question 40

Revolt · Accepted Answer

tone of voice

Question 9

Choose the best course of action for each of the following scenarios. A customer is angry and yelling because no one has been able to resolve an issue with her product. As a customer service agent, you are responsible for requesting a replacement part for a customer who is upset that his product needs one. A customer is being rude to you and using off-color language. You respond by . As a professional customer service agent, your ability to stay positive and focused on finding a solution that satisfies the customer is known as .

Revolt · Accepted Answer

stay calm to try to cool the customer down; Selection 1: stay calm to try to cool the customer down; Selection 2: tell the customer that you will follow through; Selection 3: showing courtesy to the customer; Selection 4: the customer service mindset

Question 10

Question 46

Revolt · Accepted Answer

tell the customer that you will follow through

Lesson 15.2 Communication Skills Answers

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