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15 Cards in this Set

  • Front
  • Back
What are the 6 steps that outline the verbal communication process
Idea/Concept
Encoding
Transmission
Receiving
Decoding
Interpretation
Filters
Background processes that occur thru out the communication process
A key to communiting with expert customers is to
Involve the CST in the process, evaluate their knowledge and match it
A key to communicating with VIPs is to
Get them up and running as soon as possible
A key to communitate with Novice customers is to
Explain step-by-step what you are doing
A key to communicating with other support teams is to
be professional, detailed and descriptive
When cummunicating face-to-face ____ of the message is conveyed through body language
55 percent
How would you use volume with an uncertain CST
Speak slightly higher than normal to focus the customer on the conversation
Which is an active listening technique
Preparing in advance
What name is given to a factor that influences the communication process
A filter
When communicating professionalism
Communicate with your CST in a formal business-like manner
The average adult retains about ___ of what they hear. This means that ___ of the info a CST provides during a support request is lost
1/4

1/3
The strenth of emotion that is projected along with the words you are saying is called
Intensity
The most vital vocal element that can be used. It is the best instructment for creating rapport or a bond with a customer
Mirroring
The Wave-like movement of the vocal tones and pitches
Inflection