Smile on the phone

5. Reflective Listening

Reflective listening is repeating what people say when you respond to them. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue.
To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively

Published on July 15, 2021 by Pritha Bhandari. Revised on January 9, 2023.
Questionnaire tactics
A questionnaire is a list of questions or items used to gather data from respondents about their attitudes, experiences, or opinions. Questionnaires can be used to collect quantitative and/or qualitative information.
Questionnaires are commonly used in market research as well as in the social and health sciences. For example, a company may ask for feedback about a recent customer service experience, or psychology researchers may investigate health risk perceptions using questionnaires.

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Questionnaires vs. surveys

A survey is a research method where you collect and analyze data from a group of people. A questionnaire is a specific tool or instrument for collecting the data.
Designing a questionnaire means creating valid and reliable questions that address your research objectives, placing them in a useful order, and selecting an appropriate method for administration.
But designing a questionnaire is only one component of survey research. Survey research also involves defining the population you’re interested in, choosing an appropriate sampling method, administering questionnaires, data cleansing and analysis, and interpretation.
Sampling is important in survey research because you’ll often aim to generalize your results to the population. Gather data from a sample that represents the range of views in the population for externally valid results. There will always be some differences between the population and the sample, but minimizing these will help you avoid several types of research bias, including sampling bias, ascertainment bias, and undercoverage bias.