Southwest Airlines Professional Communications Certification Practice Exam

Which behavior is considered inappropriate when communicating with customers?

1. Asking for feedback

2. Listening actively

3. Telling customers what they want and need

4. Providing options

The correct answer is: Telling customers what they want and need

Communicating effectively with customers is essential in providing excellent service, and understanding their needs is a critical part of that process. Telling customers what they want and need is considered inappropriate because it disregards the customer's perspective and undermines their autonomy. Customers typically seek to be heard and understood, rather than having someone make assumptions about their desires or requirements. Effective communication involves asking open-ended questions to gather insights, providing options based on those insights, and actively listening to customer feedback. This approach fosters a respectful, engaging interaction that empowers customers to express their preferences and helps build trust between the customer and the service provider. In contrast, dictating what they want can lead to frustration, as it does not align with their actual needs or expectations, ultimately hindering customer satisfaction.