Super User & Sme Customer Service Quiz

During telephone communication, tone of voice is more important than the words used. This is because tone of voice conveys emotions, attitudes, and intentions, which can greatly impact the overall meaning and interpretation of the conversation. The tone of voice can help establish rapport, convey empathy, and ensure effective communication. Even if the words used are appropriate, if the tone of voice is harsh or disinterested, it can lead to misunderstandings and a breakdown in communication. Therefore, having a pleasant and appropriate tone of voice is crucial for successful telephone communication.

"I'll find out" is the most appropriate phrase when you don't know the answer because it shows a willingness to seek the information and a commitment to finding the answer. It conveys a sense of responsibility and initiative, indicating that you are proactive in your approach to problem-solving. By saying "I'll find out," you acknowledge your lack of knowledge but also express a determination to acquire the necessary information, which is highly valued in many professional and personal situations.

The statement is true because as a Subject Matter Expert, it is expected that users will approach you with questions about the system or process. Treating them as internal customers means providing them with the same level of respect, support, and assistance that would be given to external customers. This includes being responsive, helpful, and ensuring their needs are met in a timely manner. By treating users as internal customers, it helps to foster a positive working relationship and promotes effective communication and collaboration within the organization.

"Have To" has a negative and directive conotation. A more customer-senstive phrase would be "Need To".