Phone Skills for Customer Service


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question 1 of 3

When should customer service employees use soft skills?

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1. When greeting a customer over the phone, what non-verbal gesture should be used?

2. When customer service employees mirror their customers, what should they not mirror?

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About This Quiz & Worksheet

This quiz/worksheet will ask you about things like soft skills, non-verbal gestures, and practices customer service representatives should and shouldn't do when helping customers.

Quiz & Worksheet Goals

We'll target questions about:

  • The circumstance in which customer service reps should employ soft skills
  • A non-verbal gesture reps should use when greeting customers
  • Advantages of soft skills
  • Why repeating/paraphrasing is suggested
  • Customer actions that customer service reps shouldn't mirror

Skills Practiced

  • Information recall - access the knowledge you've gained regarding soft skills and interpret it correctly
  • Knowledge application - use your knowledge to answer questions about techniques customer service reps should always use
  • Interpreting information - verify that you can read information regarding mirroring customers and interpret it correctly

Additional Learning

Expand on your understanding of customer service protocol by studying with our affiliated lesson by the title of Phone Skills for Customer Service. This lesson is designed to go over:

  • How to build good customer rapport
  • The necessity of strong communication skills
  • Examples of soft skills
Final Exam
Building Customer Service Soft Skills
This course currently has no practice test
Chapter Exam