Customer Service Skills for Success Study Set 1

Women are likely to be more bilateral in the use of their brain.

The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.

The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.

Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.

When in doubt about your message meaning, people tend to believe the words spoken out loud.

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are called body language.

Playing with hair, pulling at an ear, and other such habits should be minimized because they tend to send negative messages to customers.

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.

The term gender communication is used to refer to communication between males and females.

Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.

Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.

If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.

Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty.

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Time allocation refers to the amount of attention given to a person or project.

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.

The number of service providers and customers with varied backgrounds has been declining at a rapid pace.