The components of Communication include: Verbal Communication, Non Verbal Communication &
Body Language
Verbal Communication can either be in verbal and written form. Is it True or False
True
"I don't know" - Is it an acceptable statement in the customer service transaction. Yes or No
No
Listening forms the foundation of any effective customer service interaction, and it is one of the most powerful tools available for turning a negative experience into a positive one. Is it True or False!
True
Passive listening is an acceptable behaviour in Customer Service! Is it True or False
False
Your Body Language can make an impact on your customers. Is it True or False?
True
A smile does not form part of communication process while attending a customers. True or False?
False
It establishes a positive rapport with your customers!
Eye Contact
There are four barriers to effective communication namely; Semantic, Physical, Perceptual &
Relational
Ineffective communication can lead to confusion, frustration, conflict and low morale, resulting to poor Customer Experience. Is it True or False?
True
