TCS Ievolve Competency ID - 1202 - Customer focusL1 - Path 4Course ID 62413 Linked in Learning - Building Rapport with customer - Answers
1. What does a customer perceive
when you talk in sentence fragments?
You are being mechanical and not helpful.
2. What three elements can help you
avoid a harsh or impersonal tone in email or chat?
casual sentences, personal pronouns, and empathy
3. A customer who recently purchased
a computer at one of your stores calls you to angrily complain that the
computer will not start-up. What is the first thing you should do?
Acknowledge her emotion with words such as, "I
understand your frustration,
Tracy."
4. If you accidentally interrupt a
customer, you should immediately _____.
apologize for interrupting the customer
5. What will be the likely outcome
of interrupting an angry customer?
You will just escalate your customer's anger.
1. What does a customer perceive
when you talk in sentence fragments?
You are being mechanical and not helpful.
2. What three elements can help you
avoid a harsh or impersonal tone in email or chat?
casual sentences, personal pronouns, and empathy
3. A customer who recently purchased
a computer at one of your stores calls you to angrily complain that the
computer will not start-up. What is the first thing you should do?
Acknowledge her emotion with words such as, "I
understand your frustration,
Tracy."
4. If you accidentally interrupt a
customer, you should immediately _____.
apologize for interrupting the customer
5. What will be the likely outcome
of interrupting an angry customer?
You will just escalate your customer's anger.
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