Challenges in Communicating With Customers Over the Phone

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

How is body language a challenge of communication with customers over the phone?

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1. How does eye contact help clarify communication?

2. Why are long wait times on the phone frustrating?

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About This Quiz & Worksheet

The questions in this brief quiz and worksheet will test your knowledge of customer phone communication challenges. For instance, you should know why eye contact can help to clarify communication.

Quiz & Worksheet Goals

This quiz will assess what you know about the following:

  • The problem with body language when communicating over the phone
  • Use of eye contact to help clarify communication
  • Frustration related to long wait times
  • The issue with follow-up telephone calls
  • A way of speaking that can frustrate customers

Skills Practiced

  • Making connections - use what you've learned to make connections between body language and phone communication
  • Information recall - access the knowledge you've gained about the reason that long wait times are frustrating
  • Interpreting information - verify that you can read information about follow-up telephone calls and interpret it correctly

Additional Learning

Keep studying this topic with the lesson titled Challenges in Communicating With Customers Over the Phone. Below are just a few examples of what you can expect to find in this lesson:

  • Different issues that can cause frustration and disappointment
  • When customers lose confidence in the person with whom they're speaking
  • Various ways to overcome phone challenges
  • Use of slang
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