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Question
Before responding to a customer complaint, what should first be considered?A. How upset the customer is
B. How often that particular customer complains
C. How easy it is to rectify the issue
D. Relationship with the customer
E. Company policy for handling customer complaints
Answer
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Related questions
Q:
Identify and discuss several ways to build, maintain or repair credibility.
Q:
After you have established credibility, you need to spend time convincing people that you are a trustworthy source of information.
Q:
Successful communication relies on a positive relationship between the sender and the receiver.
Q:
Which of the following is true for employees who represent a company to stakeholders and other members of the public?
A. Communication style should be relaxed.
B. Communication style should be reflective of the person communicating.
C. Communication should be scripted without deviation.
D. Communication should be handled consistently regardless of audience.
E. Communication should be based on predetermined guidelines set up by the organization.
Q:
Which of the following will best help a new employee establish credibility with customers?
A. Understanding the company's history
B. Establishing qualifications and areas of expertise
C. Being aware of communication skills
D. Bragging about previous records and successes
E. Using hyperbole when discussing past achievements
Q:
Helping the company build and maintain positive relationships with stakeholders is an aspect of what?
A. Professionalism
B. Protecting the company's image
C. Communication style
D. Sincerity
E. Relationship building
Q:
Writing in terms of your audience's interests and preferences is an example of what?
A. Good etiquette
B. "You" attitude
C. Reflective writing
D. Bias-free language
E. Credibility
Q:
Which of the following uses bias-free language?
A. Despite Ms. Curtis's disability, she does a good job.
B. Ms. Curtis's disability does not prevent her from doing a good job.
C. For a disabled person, Ms. Curtis does a good job.
D. Ms. Curtis's employee evaluations rank among the top five in the company.
E. Ms. Curtis is disabled, but she does a good job nonetheless.
Q:
Which of the following is an example of language that does not contain a bias based on gender?
A. The company hired four new salesmen.
B. The typical executive spends four hours of his day in meetings.
C. When I met with the nurse, she told me to stay home another day.
D. The new director of operations is Mrs. John Smith.
E. The average worker spends 20 hours per week on emails.
Q:
The main idea is a specific statement about the overall subject of the message.
Q:
Which of the following is least likely to limit the scope of a message?
A. Overall length
B. Level of detail
C. Number of key points
D. Range of information
E. Time allowed for presentation
Q:
The length and level of detail in a communication is indicated by what?
A. Mind mapping
B. Storyteller's tour
C. Limitations
D. Scope
E. Format
Q:
Generating as many ideas as you can without stopping to criticize or organize them is called what?
A. Storyteller's tour
B. Questions and answer chain
C. Journalistic approach
D. Brainstorming
E. Mind mapping
Q:
Which of the following is not affected by good organization of a message?
A) The audience's understanding of the message
B) The acceptance of the message
C) The time the writer spends crafting the message
D) The time the audience spends reading the message
E) The technology used to produce the message
Q:
Discuss the advantages and disadvantage of using a combination of a written medium and a digital channel of communication.
Q:
Breaking up long sentences is an example of what type of proofreading?
A. Revising for clarity
B. Revising for conciseness
C. Revising for tone
D. Revising for organization
E. Revising for readability
Q:
When imposing parallelism in writing, what should a writer pay special attention to?
A. Making definitive statements about a topic
B. Expressing similar ideas with the same grammatical structure
C. Breaking up overly long sentences
D. Modifying nouns and verbs with modifiers
E. Keeping the subject and predicate of a sentence as close together as possible
Q:
Long paragraphs are generally more effective than lists.
Q:
Which of the following indicates subsections within a major section of a document?
A. Heading
B. Subheading
C. Major heading
D. Descriptive heading
E. Informative heading
Q:
Which of the following tells the reader about the content of the section that follows?
A. Heading
B. Subheading
C. Major heading
D. Descriptive heading
E. Informative heading
Q:
Using a list can be more effective than conventional sentences and paragraphs because lists allow the writer to do what?
A. Slow down the reading process
B. Minimize the impact of controversial information
C. Require careful review of key points
D. Increase the depth of the document
E. Simplify complex subjects
Q:
Which of the following is least effective when creating lists?
A. A sequence of ideas
B. Listing key points
C. Using the list to simplify complex subjects
D. Using numbers instead of bullets
E. Parallelism
Q:
Which of the following is a disadvantage of using too many sentences of 15-25 words in length?
A. Sentences this length can lack punch.
B. Sentences this length can lack informative power.
C. Sentences this length are harder to understand.
D. Sentences this length are harder to skim for key points.
E. Sentences this length make writing feel disconnected.
Q:
Making it easier for the audience to skim a message for highlights is done by improving what?
A. Conciseness
B. Clarity
C. Tone
D. Readability
E. Headings
Q:
Discuss the role of proofreading, grammar, spelling, clarity and other fundamentals of good writing in a document, including digital documents.
Q:
When editing someone else's work, it is important to understand the writer's intent before suggesting changes.
Q:
Which of the following is true when determining the correct tone for a document?
A. The tone should meet the audience's expectations.
B. The tone should be based on the writers relationship with the audience.
C. The tone should reflect the personality of the writer.
D. The tone should be academic.
E. The tone should be formal.
Q:
Discuss how topic sentences, headings and subheadings can be used in a blog.
Q:
On average, how many characters should be in the subject line when using a mobile device?
A. None
B. Less than 10
C. 10 to 20
D. 25
E. As many as needed to attract the interest of the audience
Q:
Which of the following best describes the subject line for a document that will be read on a mobile device?
A. Unnecessary
B. Shorter
C. More detailed
D. Needed only when the audience isn't expecting the communication
E. Needed only if the audience does not know the sender