Communication And Customer care
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What are the three primary factors correlated to perceived customer satisfaction?
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Body language
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Words
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Tone of voice
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Pace of voice
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Eye contact
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This quiz will assess your knowledge of the material covered in the Communication and Customer Care presentation.
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- 2.
The six easy step to a successful phone communication are preparation, greeting, body of the discussions, closing summary, set proper expectations and sign off.
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True
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False
Correct Answer
A. TrueExplanation
The statement is true because the six steps mentioned are indeed key components of successful phone communication. Preparation involves gathering necessary information before making the call. Greeting sets a positive tone and establishes rapport. The body of the discussion is where the main conversation takes place. Closing summary ensures clarity and summarizes important points. Setting proper expectations helps manage the caller's expectations. Finally, signing off politely concludes the conversation. Following these steps can lead to effective phone communication.Rate this question:
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- 3.
What are possible phone pre-pickup preparations?
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Relax
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Remove distractions
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Chew gum
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Turn away from the computer
Correct Answer(s)
A. Relax
A. Remove distractions
A. Turn away from the computerExplanation
Possible phone pre-pickup preparations include relaxing to calm the mind and reduce stress, removing distractions to ensure full attention on the call, and turning away from the computer to avoid any visual distractions. Chewing gum, although not mentioned explicitly, is not a necessary preparation for a phone call and may even be considered unprofessional in some situations.Rate this question:
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- 4.
Which of the etiquettes listed below are phone Don'ts?
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Asking too many questions to start the conversation
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Allowing the customer to speak uninterrupted
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Putting a customer on hold for reasons directly related to the case
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Speaking loudly and fast so that the customer can hear you
Correct Answer(s)
A. Asking too many questions to start the conversation
A. Speaking loudly and fast so that the customer can hear youExplanation
Asking too many questions to start the conversation can be considered a phone Don't because it can overwhelm the customer and make them feel pressured. Speaking loudly and fast so that the customer can hear you is also a phone Don't because it can come across as rude and unprofessional. Both of these behaviors can negatively impact the customer's experience and should be avoided in phone etiquette.Rate this question:
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- 5.
There is a certain etiquette to follow when communicating with a customer via email. What are email Don'ts?
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Use ALL CAPS, it makes it easier to read the text
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Use chat-speak or text message abbreviations such as LOL, BRB, BTW
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Include long lists of instructions or talking points in an email
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Re-phrase negative words and phrases into a positive communication
Correct Answer(s)
A. Use ALL CAPS, it makes it easier to read the text
A. Use chat-speak or text message abbreviations such as LOL, BRB, BTW
A. Include long lists of instructions or talking points in an emailExplanation
The given answer correctly identifies the email don'ts. Using all caps can give the impression of shouting and is considered rude in email communication. Chat-speak or text message abbreviations are informal and should be avoided in professional emails. Including long lists of instructions or talking points can overwhelm the recipient and make the email difficult to read. Thus, these practices should be avoided when communicating with customers via email.Rate this question:
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- 6.
Identify the correct definition for the S value in SOAP.
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Includes information you have learned from customer
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This section includes observations that you have made during you interaction with the customer. Includes a general description of the customer
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What do you feel is the customer’s need and why? This is organized by customer need or concern
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For each need or concern what solution will you implement? How will you execute the solutions?
Correct Answer
A. Includes information you have learned from customerExplanation
The correct definition for the S value in SOAP is "Includes information you have learned from customer". This means that the S value in SOAP represents the information that you have gathered from the customer during your interaction with them. It includes observations and a general description of the customer. It helps in understanding the customer's needs and concerns, and allows you to determine what solutions to implement and how to execute them based on this information.Rate this question:
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- 7.
Identify the correct definition for the O value in SOAP.
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Includes information you have learned from customer
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This section includes observations that you have made during you interaction with the customer. Includes a general description of the customer
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What do you feel is the customer’s need and why? This is organized by customer need or concern
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For each need or concern what solution will you implement? How will you execute the solutions?
Correct Answer
A. This section includes observations that you have made during you interaction with the customer. Includes a general description of the customerExplanation
The correct definition for the O value in SOAP is that it includes observations that you have made during your interaction with the customer and includes a general description of the customer. This means that in the SOAP note, you are documenting any observations or information you have gathered about the customer during your interaction with them. This can include physical appearance, behavior, mood, or any other relevant information that helps to provide a comprehensive understanding of the customer's situation.Rate this question:
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- 8.
Identify the correct definition for the A value in SOAP.
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Includes information you have learned from customer
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This section includes observations that you have made during you interaction with the customer. Includes a general description of the customer
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What do you feel is the customer’s need and why? This is organized by customer need or concern
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For each need or concern what solution will you implement? How will you execute the solutions?
Correct Answer
A. What do you feel is the customer’s need and why? This is organized by customer need or concernExplanation
The A value in SOAP refers to "What do you feel is the customer's need and why? This is organized by customer need or concern." This means that the A value focuses on identifying the customer's needs or concerns and understanding why they have those needs. It involves organizing this information according to the customer's perspective and prioritizing their needs.Rate this question:
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- 9.
Identify the correct definition for the P value in SOAP.
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Includes information you have learned from customer
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This section includes observations that you have made during you interaction with the customer. Includes a general description of the customer
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What do you feel is the customer’s need and why? This is organized by customer need or concern
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For each need or concern what solution will you implement? How will you execute the solutions?
Correct Answer
A. For each need or concern what solution will you implement? How will you execute the solutions?Explanation
The correct definition for the P value in SOAP is "For each need or concern what solution will you implement? How will you execute the solutions?" The P value refers to the plan section of the SOAP (Subjective, Objective, Assessment, Plan) note, which is a documentation format used in healthcare. In this section, the healthcare provider outlines the specific actions and interventions they will take to address the patient's needs or concerns. The P value is focused on formulating a plan of action and outlining the steps that will be taken to address the patient's issues.Rate this question:
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- 10.
What does HEAT stand for?
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Hear them out, Evaluate, Apologize, Take the responsibility for action
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Hear them out, Empathize, Analyze, Take the responsibility for action
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Hear them out, Empathize, Apologize, Take the responsibility for action
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Hear them out, Engage, Ask Questions, Take the responsibility for action
Correct Answer
A. Hear them out, Empathize, Apologize, Take the responsibility for action -
Quiz Review Timeline (Updated): Mar 16, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 16, 2023Quiz Edited by
ProProfs Editorial Team -
Nov 29, 2011Quiz Created by
Smac2791
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