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15 Cards in this Set
- Front
- Back
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What are the 6 steps that outline the verbal communication process
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Idea/Concept
Encoding Transmission Receiving Decoding Interpretation |
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Filters
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Background processes that occur thru out the communication process
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A key to communiting with expert customers is to
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Involve the CST in the process, evaluate their knowledge and match it
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A key to communicating with VIPs is to
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Get them up and running as soon as possible
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A key to communitate with Novice customers is to
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Explain step-by-step what you are doing
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A key to communicating with other support teams is to
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be professional, detailed and descriptive
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When cummunicating face-to-face ____ of the message is conveyed through body language
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55 percent
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How would you use volume with an uncertain CST
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Speak slightly higher than normal to focus the customer on the conversation
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Which is an active listening technique
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Preparing in advance
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What name is given to a factor that influences the communication process
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A filter
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When communicating professionalism
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Communicate with your CST in a formal business-like manner
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The average adult retains about ___ of what they hear. This means that ___ of the info a CST provides during a support request is lost
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1/4
1/3 |
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The strenth of emotion that is projected along with the words you are saying is called
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Intensity
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The most vital vocal element that can be used. It is the best instructment for creating rapport or a bond with a customer
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Mirroring
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The Wave-like movement of the vocal tones and pitches
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Inflection
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