Communication Skills Answers

use a positive tone of voice✔ maintain eye contactactively listen

✔ tell the customer that you will follow throughtell the customer that you are not sure if you will get to ittell the customer that these items break all the time

trick the customer into liking the product✔ restore positive relations with the customermake the customer more angry

You are dealing with a very difficult customer who is making demands that you consider to be unreasonable. As the customer service agent, you should [___].

✔ verbal communicationactive listeningslang

take your time getting to the pointbe technical✔ treat people as you want to be treated

✔ tone of voicebody languageactive listening

being silent and staring at the customer✔ showing courtesy to the customerbeing rude to the customer

✔ people who have already purchased a productpeople who are shopping for new productsangry people

slang✔ nonverbal communicationparaphrasing

✔ factually accurateas technical as possiblehighly formal

good customer service✔ the customer service mindsetpoliteness

verbal communication✔ active listeningnonverbal communication

active listeningusing body language✔ paraphrasing

✔ body languageactive listeningparaphrasing