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Unit 7

The document outlines the importance of organizational guidance for handling customer service telephone calls, emphasizing consistency, professionalism, and customer satisfaction. It covers identity verification, effective communication, active listening, and appropriate questioning techniques to enhance customer interactions. Additionally, it highlights the significance of documenting customer interactions and follow-up actions to ensure long-term satisfaction and service quality.

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manalx031
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
5 views

Unit 7

The document outlines the importance of organizational guidance for handling customer service telephone calls, emphasizing consistency, professionalism, and customer satisfaction. It covers identity verification, effective communication, active listening, and appropriate questioning techniques to enhance customer interactions. Additionally, it highlights the significance of documenting customer interactions and follow-up actions to ensure long-term satisfaction and service quality.

Uploaded by

manalx031
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Name:

NOCN Level 1 Certificate in Customer Service


Deal with Income Telephone Calls from Customers

19.1

 Why should an organization have guidance on dealing with telephone calls?


a) To allow employees to answer calls in their own style.
b) To ensure consistency and enhance professionalism.
c) improve efficiency and increase customer satisfaction.
d) B & C.

 Mark as true or false:

Organizational guidance on handling telephone calls is only


needed for maintaining professionalism and has no impact on False
customer satisfaction or efficiency.

19.2

 Why should an organization have an identity checking process?


a) To enhance security by verifying the identity of individuals to prevent
unauthorized access or fraud.
b) To protect sensitive data.
c) To ensure legal and regulatory compliance.
d) All of the above

 Mark as true or false:

An organization's identity checking process is important for


True
preventing impersonation and ensuring accountability.

1
19.3

 What is the importance of keeping customer information up to date?


a) Ensuring all customer communications reach the correct individuals.
b) Reducing the risk of sending sensitive information to the wrong recipients.
c) Errors in billing and shipping will be frequent.
d) A&B

 Mark as true or false:

Maintaining up-to-date customer information reduces the risk of


True
sending sensitive data to the wrong recipient.

19.4

 What is the importance of keeping customers informed of the progress of


their call?
a) It helps manage customer expectations and fosters satisfaction.
b) It decreases trust as customers may feel overwhelmed with information.
c) It demonstrates transparency and a commitment to open communication.
d) A&C

 Mark as true or false:

Keeping customers informed of the progress of their call reduces


True
their anxiety.

Keeping customers informed only benefits the customers but not


False
the company.

19.5

 Mark as true or false:

Changes in tone, pitch, volume, and pacing during a phone call


False
cannot offer any clues about the caller's feelings.

2
19.6

 What type of questions are used to get specific information that usually
requires a "yes" or "no" answer?
a) Open-Ended Questions
b) Clarifying Questions
c) Closed-Ended Questions
d) A&B

 Mark as true or false:

When dealing with incoming calls, it is effective to use empathetic


True
questions to convey understanding of the caller's situation.

Funneling questions start broad and then narrow down to more


True
specific details as the conversation progresses.

19.7

 What should be done immediately if an abusive caller continues their


behavior after setting boundaries?
a) Hang up immediately.
b) Offer a discount.
c) Escalate the call to a supervisor.
d) Ignore the abuse Answer.

 Mark as true or false:

Setting boundaries is recommended when handling abusive calls. False

20.1

 What should be the first step in verifying the identity of callers according to
organizational guidelines?
a) Give the caller confidential information to confirm their identity
b) Request identifying information from the caller
c) Escalate the call to the finance manager
d) None of the above

3
 Mark as true or false:

When verifying a caller's identity, it is acceptable to use unsecure


False
methods if it speeds up the process.

20.2

 How does speaking clearly, concisely, and politely with the appropriate speech
and tone contribute to creating rapport?
a) It makes the conversation unnecessarily lengthy and complex.
b) It makes the speaker appear unprofessional.
c) It enhances understanding and builds trust, leading to effective communication
and positive impressions.
d) It discourages active listening and engagement from the audience.

 Mark as true or false:

Speaking clearly, concisely, and politely with an appropriate


False
speech and tone can lead to a negative impression on the listener.

20.3

 What does adapting one's communication style to meet customers' needs


involve?
a) Recognizing the customer's preferences and showing empathy to connect on an
emotional level.
b) Treating all customers with courtesy.
c) A & B.
d) Providing generic solutions that do not take into account the customer's unique
needs.

 Mark as true or false:

Adapting one's communication style to meet customers' needs


means you should maintain a rigid communication approach False
throughout all interactions.

20.4

4
 What are essential aspects of listening actively to customers in order to collect
as much information as possible?
a) Disregarding the customer's tone and speaking over them to speed up the
conversation.
b) Making assumptions about what the customer is trying to say without seeking
clarification.
c) Focusing on the customer, asking clarifying questions, and avoiding
interruptions.
d) None of the above

 Mark as true or false:

Active listening to customers involves interrupting them


False
frequently to confirm your own understanding.

20.5

 What does using appropriate questioning techniques in a conversation entail?


a) Ask follow-up questions.
b) Selecting Relevant Questions.
c) Timing questions well, seeking clarification, and asking empathetically,
without leading the customer.
d) All of the above.

 Mark as true or false:

Using appropriate questioning techniques involves selecting


True
questions that align with the topic or purpose of the conversation.

20.6

 Which of the following is NOT a key aspect of recording information


according to organizational guidelines?
a) Following protocol.
b) Ensuring accuracy.
c) Ignoring data security.
d) Maintaining consistency.

 Mark as true or false:

5
Recording information in a way that does not align with
organizational guidelines is acceptable as long as the information False
is captured.

21.1

 What is the best way to respond to customer questions and requests in order
to meet both customer and organizational requirements?
a) Ignore customer preferences and strictly follow organizational policies.
b) Provide information based on personal opinion regardless of company policies.
c) Tailor responses to match customer preferences and organizational standards.
d) None of the above.

 Mark as true or false:

It is important to document and report customer interactions as per


organizational requirements for future reference and True
accountability.

21.2

 How to provide a clear and concise information that meets customers' needs?
a) Use complex and technical language to impress the customer with expertise.
b) Provide all possible information, including details not directly related to
customer queries.
c) Organize and express information in a simple, straightforward manner,
highlighting key points and avoiding redundancy.
d) None of the above

 Mark as true or false:

Using technical or industry-specific jargon is recommended when


providing information to customers to demonstrate in-depth False
knowledge.

21.3

6
 How should you manage the length of a customer service conversation?
a) Conclude the conversation with a concise summary of the discussion.
b) Stick to the main topic, summarize key points, and be efficient to respect the
customer's time.
c) keeping the customer on hold
d) A & B

 Mark as true or false:

It's important to avoid unnecessary diversions in a conversation


and to summarize the discussion to manage the conversation's True
length effectively.

21.4

 What should you do to confirm that the customer is satisfied with the
outcomes of the conversation?
a) Immediately end the call after providing assistance without asking for customer
feedback.
b) Assume satisfaction if the customer has no further questions and does not
express dissatisfaction.
c) Politely ask if they are satisfied with the solution, while maintaining a
professional demeanor.
d) B & C.

 Mark as true or false:

It is essential to arrange a follow-up if necessary and document


True
feedback to ensure long-term customer satisfaction.

21.5

7
 What is a key step in ensuring that agreed post-call follow-up actions are
completed successfully?
a) Postpone all follow-up actions until the customer inquiries about them.
b) Complete follow-up actions based on personal judgment of their importance,
without reviewing notes.
c) Address follow-up actions promptly and document their completion while
verifying customer satisfaction.
d) A & C.

 Mark as true or false:

Maintaining detailed records of post-call follow-up actions is


True
crucial to track progress and improve service quality

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