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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