Open Questions in Customer Service

What are open questions and why are they used in customer service?

• They are questions that can be answered with 'yes' or 'no'.

• They are questions that require detailed responses and are used to gather more information.

• They are questions that are used to test customer knowledge.

• They are questions that are only used in surveys.

How could we improve the service we offer?

• By increasing customer support hours

• By reducing service fees

• By offering more personalised services

• By expanding our service range

What does active listening mean?

• Paying full attention to the speaker and understanding their message

• Ignoring the speaker and thinking about your response

• Listening only to respond quickly

• Pretending to listen while being distracted

What is the difference between 'listening' and 'hearing'?

• The question has a diagram associated with it. The diagram has been stored separately.

• Listening is an active process, while hearing is passive.

• Hearing requires concentration, while listening does not.

• Listening and hearing are the same processes.

How can a speaker ensure their message is being understood?

• By asking for feedback from the audience

• By speaking louder

• By using complex vocabulary

• By ignoring audience reactions

Paying attention in active listening involves:

• Ignoring the speaker

• Focusing on the speaker's words

• Thinking about your response

• Multitasking while listening

How can you show that you’re listening according to active listening principles?

• By nodding and making eye contact

• By interrupting frequently

• By looking at your phone

• By changing the subject

Giving feedback in active listening requires you to:

• Ignore the speaker's message

• Provide a summary of what was heard

• Interrupt the speaker frequently

• Avoid eye contact

One way to summarize periodically during active listening is:

• Taking notes

• Paraphrasing what the speaker said

• Interrupting the speaker

• Asking unrelated questions

It is important to allow the speaker to finish each point before asking questions because:

• It shows respect and allows for a complete understanding.

• It interrupts the flow of the conversation.

• It makes the speaker lose their train of thought.

• It is a way to challenge the speaker.