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Quiz 1

Quiz 1
22問 • 1年前
  • Jhen Rose Barroga
    • 通報

    問題一覧

  • 1

    Guest of Speaker

    Mr. Ruel Joseph V. Balaba

  • 2

    Theme

    Elevating Customer Relations Excellence Basics of Customer Relations and Customer Service: Face-to-face, Telephone, Online and Social Media Contacts

  • 3

    6 Consumer Profiles

    First-Time Fred Regular Rafy Frequent Fely Quick Quinie Emotional Eddy VIP Vicky

  • 4

    uses your service at least 2-3 times a week.

    Frequent Fely

  • 5

    needs their issues to be resolved fast.

    Quick Quinie

  • 6

    connected about how their experience made them feel.

    Emotional Eddy

  • 7

    Doesn’t avail your service too often, but willing to spend expensive service.

    VIP Vicky

  • 8

    How do you emphatize?

    1. Active Listening 2. Paragraph and Summarizing 3. Expressing Empathy 4. Put Yourself in their shoes 5. Use Positive Body Language 6. Reflective Response 7. Offer support and solution 8. Follow-up

  • 9

    involves not just hearing words but understanding the underlying message.

    Active Listening

  • 10

    helps to avoid misunderstanding and clarifies any ambiguity in the customer’s communication.

    Paraphrasing and Summarizing

  • 11

    acknowledging their emotions and demonstrating that you care.

    Expressing Empathy

  • 12

    requires imagining the impact of the situation on the customer’s life and emotions.

    Put Yourself in their shoes

  • 13

    enhances customer’ perception of your sincerity and commitmennt to assisting them.

    Use positive Body Language

  • 14

    expresses frustation or disappoinment, acknowledging those emotions directly is crucial.

    Reflective Response

  • 15

    provides an opportunity to address any lingering concerns and contributes building a lasting relationship based on trust and reliability.

    Follow-up

  • 16

    AER

    Acknowledgement Empathy Reassurance

  • 17

    phrasing a person uses to recognize and validate a situation and how the other person feels.

    Acknowledgement

  • 18

    Show you understand what the customer is going through.

    Empathy

  • 19

    designed to fill customers with confidence that their problems will be resolved.

    Reassurance

  • 20

    2 types when delivering empathy?

    Positive Negative (Sandwich)

  • 21

    Connecting with other’s negative emotions.

    Negative

  • 22

    Connecting with other’s positive emotions.

    Positive

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    問題一覧

  • 1

    Guest of Speaker

    Mr. Ruel Joseph V. Balaba

  • 2

    Theme

    Elevating Customer Relations Excellence Basics of Customer Relations and Customer Service: Face-to-face, Telephone, Online and Social Media Contacts

  • 3

    6 Consumer Profiles

    First-Time Fred Regular Rafy Frequent Fely Quick Quinie Emotional Eddy VIP Vicky

  • 4

    uses your service at least 2-3 times a week.

    Frequent Fely

  • 5

    needs their issues to be resolved fast.

    Quick Quinie

  • 6

    connected about how their experience made them feel.

    Emotional Eddy

  • 7

    Doesn’t avail your service too often, but willing to spend expensive service.

    VIP Vicky

  • 8

    How do you emphatize?

    1. Active Listening 2. Paragraph and Summarizing 3. Expressing Empathy 4. Put Yourself in their shoes 5. Use Positive Body Language 6. Reflective Response 7. Offer support and solution 8. Follow-up

  • 9

    involves not just hearing words but understanding the underlying message.

    Active Listening

  • 10

    helps to avoid misunderstanding and clarifies any ambiguity in the customer’s communication.

    Paraphrasing and Summarizing

  • 11

    acknowledging their emotions and demonstrating that you care.

    Expressing Empathy

  • 12

    requires imagining the impact of the situation on the customer’s life and emotions.

    Put Yourself in their shoes

  • 13

    enhances customer’ perception of your sincerity and commitmennt to assisting them.

    Use positive Body Language

  • 14

    expresses frustation or disappoinment, acknowledging those emotions directly is crucial.

    Reflective Response

  • 15

    provides an opportunity to address any lingering concerns and contributes building a lasting relationship based on trust and reliability.

    Follow-up

  • 16

    AER

    Acknowledgement Empathy Reassurance

  • 17

    phrasing a person uses to recognize and validate a situation and how the other person feels.

    Acknowledgement

  • 18

    Show you understand what the customer is going through.

    Empathy

  • 19

    designed to fill customers with confidence that their problems will be resolved.

    Reassurance

  • 20

    2 types when delivering empathy?

    Positive Negative (Sandwich)

  • 21

    Connecting with other’s negative emotions.

    Negative

  • 22

    Connecting with other’s positive emotions.

    Positive