Please enable JavaScript.
Coggle requires JavaScript to display documents.
Unit 3 (Part 2) - Coggle Diagram
Unit 3 (Part 2)
Types of commuication channels
Call centre
Email support
Chat
Social networks
Video conferencing
Mobile Customer Self Service
Types of questioning techniques
Funnel questions
Open and closed questions
Probing
Leading questions
Rhetorical questions
Important of asking questions
Clarify doubts
Seek understanding
Reading
A large part of written communication relies firstly on reading and understanding
customers' enquiries or concerns.
Effective reading skills
Stay focused
Remove all biases
Use a dictionary
Read between the lines
Non-Verbal
seven body language habits that one need to be aware of in video calls.
Facial expressions
Posture
Camera positioning
Fiddling
Arm movements
Eye contact
Obsessing over appearance