EMOTIONS
feel
Someone who can recognize and understand her/his OWN emotions has ______________?
self-awareness
True or False: The customer is always right.
false
Giving full attention to another person when s/he is speaking is called ________________.
active listening
This DEVICE often interrupts normal conversations.
mobile phone
A customer who says, “This is ridiculous! I've been waiting for an hour!” is most likely experiencing this emotion.
anger, frustration, impatience
EQ is an acronym for what?
emotional quotient (emotional intelligence)
When resolving most customer conflicts, an employee should identify and understand this (these).
customer's concern(s), problem(s), need(s), common understanding(s)...
Before responding to an angry customer, one should do what?
pause, listen, breathe
This behavior involves talking over someone instead of allowing her/him to finish.
interrupting (not listening)
When a customer becomes angry and causes another person's emotions to also rise is called what?
escalation
This SKILL helps one recognize what another person may be feeling.
empathy
The easiest and fastest way to resolve a conflict is through _____________?
active listening combined with calm, clear communication
This TECHNIQUE involves repeating or summarizing what a customer says to confirm that you understand.
paraphrasing, reflective listening, mimicking, communicating...
Speaking negatively about a colleague to a customer can damage what?
trust, respect, credibility, sales, integrity, reputation...
When a customer becomes quiet, avoids eye contact, and gives very short answers, this EMOTION might be present.
frustration, disappointment, uncertainty, dissatisfaction, annoyance, disengagement, detachment...
Staying calm and choosing one's response instead of reacting impulsively demonstrates what SKILL?
self-regulation / self-control
When two coworkers blame each other after a customer complaint, on what should they focus first to move toward resolution?
the problem and desired outcome, rather than blame
Solve the ________, not the person.
problem
On a dating app, do you SWIPE LEFT or SWIPE RIGHT -- if you're not interested in that person?
SWIPE LEFT!
Winning this Jeopardy Labs game elicits what?
joy, rapture, smiles, (taunting), excitement, fulfillment, happiness, pheromones, relief, etc.
This ability involves recognizing how one's words, tone and behavior affect OTHERS.
social awareness
A customer stated, “Your company clearly doesn’t care about me.” Give a professional response that demonstrates empathy.
“I understand why that would be frustrating. Let’s look at what happened and see what we can do.”
There's a DELAY with your product or service -- beyond your control. What could you DO for the customer?
apologize, communicate, suggest alternatives, give a discount, give a complimentary action, ask for patience, refund (if necessary), etc...
During a conflict, when an employee thinks about a customer's INTENTIONS rather than checking facts, s/he is using what?
assumptions, mind-reading, presumptions