Enhance Your Customer Service Skills
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Questions and Answers

Why is it important to acknowledge a customer's concern?

  • It allows the trainer to be their best
  • It helps build rapport with the customer (correct)
  • It breaks the communication chain
  • It prevents the customer from getting even more upset

    • What is the consequence of not acknowledging a customer's anger or frustration?

  • The customer will feel rejected (correct)
  • The communication chain is broken
  • The customer is likely to get even more upset
  • The trainer will feel awkward

    • Why does the text mention the concept of the communication chain?

  • To emphasize the importance of acknowledging concern
  • To provide an example of how friends communicate (correct)
  • To show how trainers can improve their performance
  • To explain the role of psychologists in customer service

    • Which of the following statements is true about acknowledgment in customer interactions?

    <p>Acknowledgment is about matching the customer's energy.</p> Signup and view all the answers

    What is an example of acknowledgment in customer service?

    <p>Expressing understanding and empathy towards the customer's frustration.</p> Signup and view all the answers

    In what scenario would acknowledgment be used in the insurance industry?

    <p>When a customer calls to insure their sports car.</p> Signup and view all the answers

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