How does showing empathy help when a customer has an issue?

 It makes the customer feel like you are taking full responsibility for
what happened.
 It makes the customer feel as though they are always right.
 It makes the customer feel as though you are going to refund all the
charges.
 It de-escalates the situation and makes the customer feel heard and
important.

What is the purpose of a probing question?


To get the answer you want

To dig deeper for more details

To verify information

To solicit a ''yes'' or '~no'' answer

Using the right language in a call center is important for which of the following
reasons?

It creates a good customer experience.

It creates distrust in your customers.

It makes your competitors look better.

It underscores your own personality.
What are the benefits of allowing customers the chance to confirm that you
understand their needs are important?

Customers can communicate additional needs.

Customers can better evaluate quality of services.

Customers get to be active listeners.

 Customers leave faster.

Why is listening in call centers imperative?


Actually, most issues do not require active listening

to meet the needs of each caller

in order to multitask other things while letting the caller speak or vent

to get a high score and bonus

What is the best way to show respect toward callers?


By staying motivated in setting goals

By identifying resolution tactics quickly

By listening thoroughly and completely

By explaining yourself or your company
You can work to better control a conversation through which of these voice cues?

Your inflection

Your tone

Your words

Your volume
How does being positive help create a more cooperative customer?

Their suspicion of you increases and they just agree with everything.

Their confidence in your ability to solve their problem increases.

Their patience is tested and eventually runs out.

 They develop a new understanding and realize they were in the wrong.

Who are non-consumers?

 Potential customers who don't currently buy your products or services.
 Customers who have rejected your business.
 Customers who buy from your competitors.

 Your competitors.

For the purposes of predicting customer needs, how are current customers and
non-consumers related?

 Studying current customers can teach you how to attract non-consumers.

 Current customers can convince non-consumers to buy your product.

 Studying non-consumers can teach you how to predict the needs of current
customers.

 Studying both of them can help you predict customer needs.