Review 2.0

This is not a communication style

• On-the-go

• Ask the user, what do you need?

• Inspired

• Methodical

True or false - Punctuation can help us understand a user’s tone in Chat 

• True

• False

What is the most crucial thing to do when chatting with a user?

• Quickly resolve the issue

• Understand/Clarify the issue

• Ask for email associated to account

Identify the communication style : "I'm so glad you're as excited about this as I am!!, I can't wait to show my site and become famous"

• Team Player

• Inspired

• Methodical

• On-The-Go

True or false : If the users refer to themselves as "Mrs. or Mr. Jones", then you should use that level of formality when replying to them.

• False

• True

Those who want to see your efforts spelled out, your attention to detail, and the steps behind your resolution

• On-The-Go

• Methodical

• Team Player

• Inspired

Identify the user's mood: "I want my issue fixed now!!"

• Happy

• Sad

• Angry

• Confused

Should you adjust your conversational style per interaction?

• No, you always need to keep a formal Wix tone

• Yes, but make sure to follow standard etiquette

Which of the following are aspects of the general Customer Care tone?, Select all that apply

• Helpful

• Empowering

• Enthusiastic

• Approachable

Identify the communication style : "I’m working on my company’s website right now and need help adding pictures to show my team de design"

• Methodical

• Inspired

• On-The-Go

• Team Player