Customer Service Skills for Success Study Set 1

One cannot talk and actively listen at the same time.

The rate at which the human brain processes information is slower than the speed at which the average adult speaks.

The circadian rhythm refers to the psychological 24-hour cycle associated with the earth's rotation.

The research of Dr. Ralph G. Nichols has little application to the customer service industry.

Congruence refers to a situation where the group means well but does not function effectively.

Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century.

In dealing with customers, try to avoid subjective opinions or judgments.

When you are ill, fatigued, in poor physical condition, or not feeling well, listening can suffer.

True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process.

Open-end questions start with words like who, when, what, how, and why and are used to engage others in conversation or to gain input and ideas.

Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.

Once your ears pick up sound waves, the brain goes to work to focus on, or attend to, what was heard.

The circadian rhythm is not applicable to all people.

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.

The last step in the listening process is comprehending or assigning meaning.

The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.

If a customer specifically asks to speak to or be served by someone else, this could be an indicator of poor listening.

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

Hearing is usually a simple process.

The first phase in active listening is hearing or receiving the message.