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synchronize with your customers
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communication style |  |
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If you ignore the customer's mood you may mismatch your communication style
and irritate the customer. When a customer is at ease and may be joking, you can adapt the same behaviors. If the customer is extremely distressed, you need to be very serious and offer reassurance and empathy. If the customer is speaking very fast acknowledge their sence of urgency, but remain calm. It is important to match communication styles as much as is practical to "sync" up with the customer This allows you to better communicate with the customer so you can obtain the information you need to help them. |
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Interaction: Select an answer and press "submit", to see the correct answer.
You receive a call from a MC customer who is obviously excited and upset. He is speaking very fast, has an accent that makes it difficult to understand and begins using profanity. To synchronize with him, you would: |
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synchronize | |
| It is important to match communication styles as much as is practical to synchronize with the customer. | ||
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