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UNIT 2: PROCESS CUSTOMER’S ENQUIRY AND/OR FEEDBACK - Coggle Diagram
UNIT 2: PROCESS CUSTOMER’S ENQUIRY AND/OR FEEDBACK
TYPES OF QUESTIONING TECHNIQUES
Probing
Open and closed questions
Leading questions
Funnel questions
Rhetorical questions
TYPES OF COMMUNICATION CHANNELS
Social networks
Video conferencing
Chat
Mobile Customer Self Service
Email support
Call centre
TYPES OF COMMUNICATION
Written
Oral
Verbal
Nonverbal
IMPORTANCE OF ASKING QUESTIONS
Clarify doubts
Build relationship
Seek understanding