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  • BSBCMM201 3

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    Jum Wipawadee
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    The document provides guidance on listening and communication skills for customer service representatives receiving a call from a dissatisfied customer. It recommends using active listening skills, paying attention, speaking politely and clearly with an even tone, giving feedback, asking appropriate questions, and avoiding distractions. It also explains the difference between internal and external sources of information, with internal sources referring to a company's own financial and operations data, while external sources refer to outside information on competitors, customers, etc.

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    BSBCMM201-3

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    The document provides guidance on listening and communication skills for customer service representatives receiving a call from a dissatisfied customer. It recommends using active listening skills, paying attention, speaking politely and clearly with an even tone, giving feedback, asking appropriate questions, and avoiding distractions. It also explains the difference between internal and external sources of information, with internal sources referring to a company's own financial and operations data, while external sources refer to outside information on competitors, customers, etc.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    17 views1 page

    BSBCMM201 3

    Uploaded by

    Jum Wipawadee
    The document provides guidance on listening and communication skills for customer service representatives receiving a call from a dissatisfied customer. It recommends using active listening skills, paying attention, speaking politely and clearly with an even tone, giving feedback, asking appropriate questions, and avoiding distractions. It also explains the difference between internal and external sources of information, with internal sources referring to a company's own financial and operations data, while external sources refer to outside information on competitors, customers, etc.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    3.

    You are working in a customer service role and have just received a phone call from
    a dissatisfied customer. What types of listening and verbal skills are most appropriate
    to understand the problem correctly?

    - Active listening skills


    - Attentive skills
    - Speak politely and clearly
    - Using an even tone
    - Give Feedback
    - Appropriate questions
    - Do not get distracted

    4a. What is the difference between internal and external sources of information?
    Internal information is the kind of information that is obtained internally such
    as accounts receivable information, financial statements etc. On the other
    hand external information is the type of information that is obtained from
    external means such as competitor business model, customer's credit
    rating etc.

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