CUSTOMER CHAOS
This customer says, "I've been transferred FIVE TIMES!" What's the first thing you should show?
What is empathy?
You say this 100 times a day, even when you have absolutely no idea what's going on.
What is "Thank you for your patience"?
Saying, "I understand how frustrating this must be," demonstrates this skill.
What is empathy?
Your shift ends in TWO minutes, and suddenly THIS happens.
What is a complicated call coming in?
This legendary singer was known as the "King of Pop" and gave us the iconic moonwalk in 1983.
Who is Michael Jackson?
The customer says, "I need a manager!" before you even say hello. What's your first move?
What is staying calm, acknowledging their concern, and offering assistance?
The customer says, "Are you still there?" after two seconds of silence.
What is reassuring them you're still working on their issue?
Repeating the customer's concern to confirm you understand is called this.
What is active listening?
Your Teams status is green, but mentally you're already here.
What is ON VACATION?
This popular 1970s TV sitcom featured Fred Sanford, his son Lamont, and a whole lot of junk!
What is Sanford and Son?
A customer calls asking where their package is while standing next to the delivered package.
What is politely confirming the delivery location?
This magical button becomes your best friend when you need to cough, sneeze, or silently lose your mind.
What is MUTE?
Using the customer's name and thanking them for their loyalty builds this.
What is rapport?
Kendra says, "Quick team huddle!" What's everyone's first thought?
What is "How quick are we talking?" 👀
This iconic 1980s hairstyle was all business in the front and party in the back!
What is a mullet?
The customer tells you their entire life story before giving you their order number. What skill keeps you focused?
What is active listening?
This is the sound every work-from-home associate fears while on an important call.
What is a barking dog, ringing doorbell, or child yelling "MOM!"?
Offering a helpful alternative when the original solution won't work demonstrates this.
What is problem solving?
The randomizer wheel starts spinning for HPs, and suddenly everybody becomes THIS.
What is EXTREMELY competitive?
This legendary female singer told us all that "Girls Just Want to Have Fun" in 1983.
Who is Cyndi Lauper?
The customer says, "I KNOW it's not your fault, BUT…" What should you prepare for?
What is a VERY long explanation?
The customer says, "One more question," after you've already completed your closing.
What is another 15 minutes on the phone?
Recapping the resolution, gaining agreement, and offering the survey are all part of this.
What is an effective closing?
The customer says, "I used to work at Home Depot." What should you expect?
What is a VERY interesting conversation?
This 1970s dance craze had everybody pointing their fingers in the air and showing off their moves under the disco ball!
What is disco dancing? 💃🏽