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Test Communication with customers
Agenda
QUESTION 1: WHAT DOES INTERACTION WITH CUSTOMERS INVOLVE BEYOND TRANSMITTING INFORMATION ABOUT PRODUCTS OR SERVICES?
To deeply understand their needs and expectations
Ignoring complaints and claims
Adapting to a single communication channel
None of the above
QUESTION 2: WHAT ARE SOME OF THE KEY GUIDELINES FOR EFFECTIVE COMMUNICATION WITH CUSTOMERS?
Adaptability to the customer's preferred communication channel
Expression of gratitude and appreciation to the customer
Maintaining a proactive attitude to anticipate customer needs and questions
All of the above
QUESTION 3: WHY IS IT IMPORTANT TO PROVIDE EDUCATIONAL RESOURCES SUCH AS INSTRUCTIONAL VIDEOS AND INFORMATIVE BLOGS TO CUSTOMERS?
To reduce the learning curve and improve customer experience
To increase customer complaints and claims
To avoid contact with customers in different channels
All of the above
QUESTION 4: WHY IS PROPER HANDLING OF COMPLAINTS AND GRIEVANCES ESSENTIAL FOR A COMPANY?
To prevent customers from asking questions in advance
To maintain a good relationship with customers and preserve the company's reputation
To incentivize customers to make negative comments
None of the above
QUESTION 5: WHAT CAN EMPLOYEES IN CHARGE OF HANDLING COMPLAINTS AND GRIEVANCES DO?
Taking complaints personally and reacting negatively
Show gratitude and appreciation to the customer for filing a complaint
Maintain composure and do not take complaints personally
All of the above
QUESTION 6: WHICH OF THE FOLLOWING IS NOT A FUNDAMENTAL GUIDELINE FOR CUSTOMER COMMUNICATION?
Show gratitude and appreciation to the customer
Be transparent and honest about products, prices and policies
Responding defensively to customer complaints
None of the above
QUESTION 7: WHAT IS THE MAIN OBJECTIVE OF PROPERLY RESOLVING CUSTOMER COMPLAINTS AND GRIEVANCES?
Drive customers away and lose customer retention
Turn a negative experience into an opportunity to demonstrate the company's commitment to customer satisfaction
Offering unfair compensation to customers
None of the above
QUESTION 8: WHY IS IT IMPORTANT TO TAKE NOTE OF THE COMPLAINTS AND CLAIMS RECEIVED?
To continuously improve the company's products or services
To use the information as evidence in legal actions
To avoid contact with customers in the future
None of the above
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