What are the key components of effective communication?

Mastering AWS Customer Support Skills

Quiz
•
Social Studies
•
Professional Development
•
Hard
Anand R
FREE Resource
20 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Clarity, active listening, empathy, non-verbal cues, feedback.
Ignoring feedback
Ambiguity
Monologue
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Describe a technique you would use to solve a technical problem.
Asking someone else to solve it without any input
Relying solely on intuition without any analysis
I would use the problem-solving technique of defining the problem, gathering data, brainstorming solutions, evaluating options, and implementing the best solution.
Ignoring the problem and hoping it resolves itself
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How should you respond to a customer complaint about service downtime?
Ignore the complaint and move on.
Blame the customer for the inconvenience.
Offer a discount without addressing the issue.
Apologize for the downtime, explain the situation, and assure the customer that it is being addressed.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What steps are involved in the technical support procedure?
Change user settings
Reset the device
Install software updates
Identify, gather information, diagnose, provide solution, implement, test, document, follow up.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can you deliver negative information to a customer effectively?
Deliver negative information with clarity, empathy, and solutions.
Ignore the customer's feelings and focus on the facts.
Blame external factors without offering any solutions.
Deliver the news in a vague manner to avoid confrontation.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What strategies can you use to set realistic expectations with customers?
Assume customer needs without asking
Communicate clearly, listen actively, provide regular updates, and be transparent.
Avoid discussing potential challenges
Limit communication to only major updates
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can you assess a customer's sentiment during a conversation?
By ignoring the customer's responses and focusing on the product features.
By asking the customer to rate their experience after the conversation.
By summarizing the conversation without considering the customer's feelings.
By analyzing tone, word choice, emotional cues, and using sentiment analysis tools.
Create a free account and access millions of resources
Similar Resources on Wayground
15 questions
Planning

Quiz
•
Professional Development
17 questions
The End of Bipolarity

Quiz
•
10th Grade - Professi...
20 questions
8710 unit 4

Quiz
•
Professional Development
20 questions
Water Specialist for Cody

Quiz
•
Professional Development
19 questions
Memo

Quiz
•
Professional Development
20 questions
NSTP finals

Quiz
•
Professional Development
18 questions
HBCU Trivia

Quiz
•
KG - Professional Dev...
20 questions
Database and Enterprise Information Systems

Quiz
•
University - Professi...
Popular Resources on Wayground
25 questions
Equations of Circles

Quiz
•
10th - 11th Grade
30 questions
Week 5 Memory Builder 1 (Multiplication and Division Facts)

Quiz
•
9th Grade
33 questions
Unit 3 Summative - Summer School: Immune System

Quiz
•
10th Grade
10 questions
Writing and Identifying Ratios Practice

Quiz
•
5th - 6th Grade
36 questions
Prime and Composite Numbers

Quiz
•
5th Grade
14 questions
Exterior and Interior angles of Polygons

Quiz
•
8th Grade
37 questions
Camp Re-cap Week 1 (no regression)

Quiz
•
9th - 12th Grade
46 questions
Biology Semester 1 Review

Quiz
•
10th Grade