CS2 Standard Understand how to communicate in a CS enviro.

Identify all the elements involved in communication

• Sender

• Clutter

• Receiver

• Message

Identify the non verbal communication methods

• Facial expression

• Phone call

• Body language

• Over the counter conversation

Identify all the communication methods from the list below:

• Digital

• Written

• Verbal

• Body language

What is an SLA?

• Service level agreement

• Serious legal advice

• Suitability long advert

• Static level agreement

What can you so to adjust your verbal communication?

• Adjust your volume

• Use emoji's

• Speak slower

• Use capital letters

What elements effect communication through body language?

• Facial expression

• Spelling

• Posture

• Movements

Identify all the potential impacts of positive customer service language from the list below:

• Repeat business

• Complaints

• Improved customer experience

• Decreasing revenues

Which statements could be considered as negative?

• "I can certainly do that."

• "Rest assured I can sort that for you."

• "No problem."

• "No worries."

What would be considered positive body language?

• Sitting with arms folded

• Finger tapping

• Fiddling with a pen

• A warm smile

Identify the different types of questions from the list below:

• Open

• Closed

• Probing

• Cataloguing