How well do you (or your team members) communicate with your customers? Take this quiz and find out!
Let’s face it, how well we communicate with both internal and external customers is paramount to the success of any business. Unfortunately, depending on our motivations, stress-level, and training, we may not be handling our customer communication as effectively as we could be.
Take this quick quiz to learn whether you’re an Indifferent Customer Communicator, Competent Customer Communicator, or whether you’re a Quintessential Customer Communicator in your everyday interactions with customers!
I answer my business phone in fewer than three rings.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I use a professional telephone opener when answering my business phone by providing a greeting, my name, my organization name, my department, and asking how I may help the caller.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I make a concerted effort to answer the phone with a pleasant, enthusiastic, and friendly tone.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I ensure my voicemail greeting is professional and current, including my status for the day.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I take good notes on conversations I have with customers so I can follow up effectively.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I respond to phone messages within four hours, even if I don't have an answer to the customer's question yet because I want them to know I received the message.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I listen carefully to the customer's words AND tone to get the full meaning of the message.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I paraphrase the customer's comments and questions to ensure I understand them.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I read customer emails thoroughly before responding to ensure I truly understand the customer's inquiry or concern.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I respond to customer emails the same day they're received even if I don't have an answer to their questions, so they'll know I received the email and am working on the issue.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
Before hitting send on a customer email, I re-read my message to "listen" to the tone of my words to ensure I'm sending an appropriate, professional message.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I proof-read customer emails before hitting send to ensure accurate spelling, punctuation, and grammar.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I use my body language and facial expression to project a positive, professional, and empathetic image to my customer.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
When interacting with customers, I use my body language and facial expression to mirror a customer's emotion to show comprehension and empathy.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I consciously select words for maximum clarity and empathy when needed.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I avoid common trigger words and phrases like "policy" and "you'll have to," that often upset customers.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
When responding to a customer problem or complaint, I follow a proven, step-by-step conversation process to ensure the discussion stays on track.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I take the time to thoroughly understand the products and services my company offers its customers, even if they're not in my area of responsibility.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I can thoroughly and concisely explain to customers the products and services my company offers.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I know the right questions to ask to assess a customer's need and to find the appropriate product or service for the customer.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I make a point to know and offer multiple options for resolving customer concerns or complaints.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I'm willing to do what it takes to satisfy the customer, even if it takes time or might not be in my job description.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I'm able to stay calm and keep my emotions in check during a conflict situation or when a customer is angry or upset.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I'm able to remain calm and professional no matter how the customer is behaving.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
I know what to do and say to de-escalate a conversation with an angry or upset customer.
Never
Rarely
Sometimes
Often
Always
Correct!
Wrong!
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How Good Are Your Customer Communication Skills? Take this quiz and find out!
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