CS Quiz #2

1. According to the course, you can share in a caller's experience by:

Sharing your own similar experience in great detail.

Acknowledging sincerely, if the situation is important to them.

Make disparaging remarks about the company when the caller is dissatisfied.

Crying with them when they are anxious or upset.

Enunciate clearly and distinctly.

Vary your inflection.

Match the speed of the caller.

All of the above.

Your facial expression.

Your tone of voice.

The words you use.

The "smile" in your voice.

Staying somewhat impersonal with your caller.

Sharing personal information to put the caller at ease.

The method of staying business like on the phone.

The middle ground between cold and impersonal and too familiar.

The telephone, manners, voice, and your words.

Your words, voice, tone of voice and listening perception.

Customer service training, voice, your words and tone of voice.

Tone of voice, your words, and telelphone manners.