Trust-Based Service: Final Assessment

The three components that create trust in customer service are:

The domino exercise demonstrated that communication can only be successful when these two things: (select 2)

What does the “Butterfly Effect” refer to in Internal Customer Service? (select 1)

What is a better approach than saying “Yergunnahafta…” to someone? (select 1)

The best way to manage other people’s expectations is: (select 1)

What are the two things that make phrases like “Let’s figure out how to make this work” so effective (select 2)

Why is it okay to check your email while talking on the telephone? (choose 1)

Why is failing to respond to peoples’ emails a bad thing? (select 1)

How are you? (select 1)

Giving someone a compliment activates the same part of their brain as if you gave them cash

The dominoes exercise illustrated that most business communication failures are: (select 1)

What is wrong with saying “Like I told you before…” to someone? (There’s really only one answer here – just select that one!)

Who controls any conversation?

The 5 principles of Talk Judo are Balance, Closeness, Deflection, Redirection and Creativity. What do we mean by “Getting Closer” when dealing with difficult situations?

We covered a lot of ground in this training program. What skill(s) do you plan on improving based on what you learned?