Communicating Effectively with Customers

 

Question:

Identify the best practices for writing e-mails or reports.

• Ensuring that the meaning of the text is accurate
• Ensuring that the message or report uses clear, concise language
• Using clear, concise business language
• Correcting any spelling, grammar, and punctuation issues
• Using defensible language

Question

:

Match customer needs to the techniques that help satisfy them. Each type of need may match to more than one technique.

• Psychological need
• Provide positive feedback and reassurance
• Provide a personalized service
• Use empathic statements
• Address the customer by name
• Provide reassurance and positive feedback
• Business need
• Provide a solution to the problem
• Establish the exact nature of the problem
• Ensure the solution is acceptable to the customer
• Listen for "unspoken" service requests
• Provide a solution to the problem

Question

:

The first step in the call-flow process is to greet the customer after the call.

What is the sequence of the next six steps of the call-flow process?

• Listen to the customer

• Determine the customer's needs

• Respond to the customer's needs

• Get agreement

• Conclude the call

• Follow up with the customer

• Greet the customer
• Listen closely to the customer
• Determine the customer's needs
• Respond to the customers needs
• Get agreement from the customer
• Conclude the telephone call

Question

:

Match each type of communicator to an example of how best to relate to that type.

• Influencer
• Address the customer's social needs  -  Use positive nonverbal cues, like smiles
• Collaborative communicator
• Build options and choices into your conversations  -  Since the customer will automatically look for areas of agreement, avoid making either/or statements
• Analytic communicator
• Do your homework and have your facts in order before approaching the customer  -  Do not try to wing it, as you may immediately lose the customer's respect and it will be hard to regain it
• Direct communicator
• Speak with confidence and focus on the deliverables  -  Talk in specifics instead of broad, vague generalities
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• Question
  :

  Which strategies can you use to adapt to a caller's competency level?

• Ask questions that start with "what," "when," "how," or "why"
• Listen actively to the caller's responses

• Change your vocabulary to mirror the customer's competency level

Question

:

Identify some strategies you can use to adapt to a caller's competency level.

• Actively listen to customers' choice of words and tone when they respond

• Gather detailed information from customers by asking open-ended questions

• Use the same vocabulary as customers to match their competency level