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Call Center Communication Skills
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Call Center Communication Skills
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25 Questions

1. If you stay ______ with the customer - finding a solution to the problem will remain the ___________________.

2. After you have assured the customer that you understand the problem - what should you do next?

3. As a technician - you should be _______ in all communications with customers.

4. The three rules at the beginning of a conversation are...

5. Wants to speak with a technician that is equally experienced in computers.

6. Technician should not interrupt the customer - Why?

7. The ______ of your work area can help you do your job or make it more difficult.

8. Ways to relax

9. Talks loudly during the call and often tries to speak when the technician is talking.

10. The customer should be able to answer with a...

11. Some of the contents of an SLA usually include...

12. Follow-up questions should be...

13. Many call-center technicians use a ________ at their desk to monitor their facial expressions.

14. Be _____ when communicating with the customer.

15. Divulging any customer information to anyone else is not only unethical - but may be...

16. For e-mail and text communications - there is a set of personal and business etiquette rules called ___________.

17. After you have listened to the customer explain the whole problem - what should you do?

18. Complains during the call and often makes negative comments about the product - the service - and the technician.

19. The process for transferring a call.

20. Do not send ________to a customer.

21. The process to follow before you put a customer on hold - Let them know you putting them on hold...

22. The following rules are examples of the specific rules a call center may have to handle customer calls

23. For time management - it is important to __________. In your own words - explain what that means.

24. When dealing with customers - it is necessary to be...

25. When you focus the customer on the problem - it allows you to...

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