Customer ServiceOnline version This activity is based on the video https://youtu.be/Eq7Z2i7m57Y?feature=shared by Karla Juliana Gutierrez 1 What is the importance of Customer Service? Choose one or more answers a Having a good communication with customers will make the happy b It can build brand loyalty better than any commercial c Is not as important as it seems 2 How can we practice active listening? Choose one or more answers a Preparing yourself to listen, focusing on verbal and nonverbal language and validating the speaker b Anticipating the customer's question and telling them it's not a big deal c Avoiding extra questions and giving rude, straightforward answers 3 Active listening means that... a The customer's problem is your problem b You care about the problem, however, it's none of your business 4 Leading a problem with empathy means you know__________; otherwise, you won't be able to hear what they want to say a You have a personal problem with the customer b The customer doesn't have a personal problem with you c You have a personal problem with you team, which makes it difficult to solve the customer's problem 5 Empathy makes customers feel: a understood and cared for b rejected c Unhappy 6 While interacting with customers who might overshare information, you must a Engage in a deep conversation about life b Ask more about their personal life, avoiding the real problem c Focus and rely on your problem-solving ability 7 Once you identify the problem, you must... Choose one or more answers a Inform the customer you're unable to solve the problem b Generate some possible solutions and pick the most suitable one c Explain why that's not a real problem 8 Effective communication with the customer requires... Choose one or more answers a Having emotional balance and technical knowledge about your products or services b Having a muttered voice, and zero knowledge about the product or service you provide c Having a clear voice and sound personable and professional at the same time 9 To communicate clearly with your customer, you should include... a encouraging comments, waiting for their responses, and acknowledging their emotions b rambling answers and interrupting their answers, as well as invalidating their emotions 10 To provide good Customer Service, you must... Choose one or more answers a Know and follow internal procedures b Establish a good interaction with the customers c Learn to whom you redirect the customer if the problem is out of your hands d 11 Having a good knowledge of your company's products will help you to... a detect your team's pain points and improve the b address the client's needs quickly and accurately 12 What are some of the skills mentioned in the video? Choose one or more answers a Practice Active Listening b Be rude c Focus on Problem-solving d Unclear communication e Know your company's products or services f Lack of empathy
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