Why is it important to pay full attention to the person talking?
Because it helps you understand each other and have nice conversations
True or False: When you use appropriate workplace phone skills you have a better chance of keeping the customer happy and keeping them as a customer
True
True or False: If you lose a customer once, you most likely lose them for life.
True
True or False: Including personal information or stories about yourself in professional emails can help build a more friendly and approachable tone
False
What should you do when someone is talking?
Repeat what they said or share your own thoughts
True or false: The same rules apply to emailing your boss as texting with a friend.
False
What is voice tone?
how loudly or softly you speak to someone
In an email, what does "Cc:" stand for?
Carbon Copy
True or False: How you say something matters.
True
Appropriate or Innappropriate: When speaking to a customer you do not need to speak clearly: You can whisper and talk with your head down.
Inappropriate
Appropriate or Inappropriate: When answering the company phone is it important to listen: Pay attention and don't interrupt the customer.
Appropriate
Why is it important to be patient and respectful when someone is talking?
Because it allows the person to finish speaking and shows that you value their thoughts and feelings
What is verbal communication?
Communication with words that you speak
True or False: It is important to self-monitor the volume of your voice.
True
Appropriate or Inappropriate: When answering the phone at work, use a warm greeting: Start the call with a friendly "Hello" and your name.
Appropriate
What is nonverbal communication?
The act of conveying information without the use of words usually through facial expressions, gestures, body language, tone of voice
True or False: using informal language and slang is acceptable in the workplace emails as long as the message is clear.
False
Why is it important to have appropriate Telephone Skills at Work?
So your company doesn't lose customers and therefore lose money
Appropriate or Inappropriate: When communicating with a customer you can get upset: If the customer is upset, you should get upset too
Inappropriate
What are some ways to show that you are a good listener?
Looking at the person talking and not getting distracted
True or False: You represent your company when you answer the phone at work.
True
True or False: The subject line in an email is optional and can be left blank if the content of the email is straightforward.
False
True or false: Emails, when written with proper etiquette and without slang, are an appropriate way to communicate at your work.
True
True or false: leaving a note that says "I need off work Friday" is an appropriate way to communicate in writing to your boss.
False
What is voice volume?
how loudly or softly you speak to someone
Appropriate or Inappropriate: You need to have politeness when talking to customers: Maintain a courteous tone throughout the conversation
Appropriate
Why is it important to ask questions when you don't understand something?
To help you understand better and keep the conversation going