Customer Communication Practice Exam

Customer Communication

Effective Customer interactions mean everything for an organization. Customer Communication involves helping a customer with a product purchase or any issue faced with the brand. It is very important customer service agents use the right skills to connect with customers in a way that leaves them content, satisfied, and confident. 

Skills Required

• Patience is a must.

• Accuracy of information is critical.

• Proactive approach always delights customers.

• Attentiveness helps.

• Avoid interfering.

• Know everything about your item/service offered.

• Honesty works without fail.

• Active Listening and acknowledgement do wonder.

Career Opportunity

• Advertising Sales Representative. 

• Announcer. 

• Customer Service Representative. 

• Secondary School Teacher. 

• Human Resources Specialist. 

• Translator. 

• Advertising Specialist. 

• Correspondent.

Table of Content

Customer Expectations

• What is customer expectations

• Customer Expectations Relevance

• Types of Expectations

• Expectations Model

• Managing Expectations

• New-Age Customer Expectations

• Customer Feedback

• Handling Customer Expectations

Customer Needs

• Consumer Need

• Understanding Customer Needs

• Hulls Drives Reduction Theory

• Maslow’s Hierarchy of Needs

• McClelland’s Three Needs Theory

• Consumer Motivation Concept

• Means - End Chain Model

Customers Listening and Tools

• Customer Complaints

• Complaint Barriers

• Customer Journey Mapping (CJM)

• Voice Of the Customer

• Benchmarking

• Business Performance Measures

Customer Focus

• What is Customer Focus

• Customer Focus Elements

• Customer Focus Levels

Customer Focused Interaction

• Social Media

• Applying Knowledge Management

• Using Mobile Technology

• Customer Focused Employees

Team Management

• Team Building

• Team Communication

• Team Socializing

• Team Culture

• Team Values and Ethics

• Accountability

• Delegation

• Managing Diversity

• Team Performance Management

Organisation Culture

• Overview of Organization Culture

• Characteristics of Organization Culture

• Functions of Organisation Culture

• Liability of Organisation Culture

• Organisational Socialisation

• Mentorship

Individual Behaviour

• Integrated Human Behaviour Model

• Factors Influencing Individual Behaviour

• Self Concept & Self Esteem

• Emotional Intelligence

Motivating Team Members

• What is Motivation

• Theories of Motivation

• Key Strategies of Motivation

• How to Boost Motivation

• Motivational Drives

Conflict and Negotiation Management

• Overview of Conflict

• Types of Conflict

• Causes of Conflict

• Conflict Management Technique

• Negotiation and Conflict

• Negotiation Basics

• Preparing for the Negotiation Process

• The Seven Basic Steps in Negotiation

• Best Alternative to a Negotiated Agreement (BATNA)

• Tactics for Negotiation Process

Customer Service Quality

• Service Quality Basics

• Service-Profit Chain

• Quality Standards in Customer Service

• Service Metrics for Customer Service

• Service Quality Management Tools

• Lean and Service Quality

• Customer Experience and Service Blueprinting

• CRM

• Popular CRM Tools

• Customer Service Excellence

Customer Service Leadership

• Customer Service Strategy

• Customer Advocacy

• Managing a Customer Service Team

• Leading a Customer Service Team

• Quick Fixes to Attain Excellent Customer Service

• Building Customer Loyalty

• Customer Retention

• Winning Back a Lost Customer

• Calculating the Value and ROI of Customer Service

• Future Trends in Customer Service

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