Communication Skills Flashcards
6 cards from real Customer Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Communication Skills flashcards as text
Which listening technique involves repeating back a customer's concern in your own words to confirm understanding?
Answer: Reflective listening
Reflective listening involves paraphrasing what the customer said to confirm you understood their concern correctly.
What tone is most appropriate when communicating with an upset customer?
Answer: Calm and empathetic
A calm and empathetic tone helps de-escalate tension and shows the customer you genuinely care about their issue.
When writing a customer service email, what should come first?
Answer: Acknowledgment of the customer's issue
Acknowledging the customer's issue first shows empathy and validates their experience before moving to solutions.
Which phrase is an example of positive language in customer service?
Answer: I'll find out what I can do for you.
Positive language focuses on what you can do rather than what you cannot, keeping the interaction solution-oriented.
What does 'active listening' require a customer service representative to do?
Answer: Give full attention and respond thoughtfully
Active listening requires full attention, non-verbal acknowledgment, and thoughtful responses that show comprehension.
Which of the following is considered jargon that should be avoided with customers?
Answer: Your ticket has been escalated to tier-2 ops.
Internal technical terms like 'tier-2 ops' are jargon that can confuse customers and should be replaced with plain language.