Soft Skills
The ability to put yourself in another person’s shoes.
What is empathy?
Team members wear this color shirt.
What is red?
This is the acronym for “Key Performance Indicators.”
What are KPIs?
The way to greet a guest when answering a call.
What is the "Thank you for calling Target.com, My name is Luis, how may I assist you?"
The first step to resolving a guest’s issue.
What is listening to understand the problem?
Staying calm and polite when a guest is upset.
What is patience?
Target refers to customers as this.
What are guests?
The measure of how long it takes to handle one call from start to finish.
What is Average Handle Time (AHT)?
Saying “thank you for your patience” is an example of this polite communication tool.
What is courtesy?
When a guest speaks quickly, you should do this to ensure accuracy.
What is politely ask them to repeat or confirm?
Active listening involves these two key actions besides hearing words.
What is asking clarifying questions and summarizing?
The famous Target mascot
Who is Bullseye the dog?
The term for resolving a guest’s issue without transferring or escalating.
What is First Call Resolution (FCR)?
Instead of saying “I don’t know,” you can say this.
What is “Let me find that out for you”?
The technique of repeating back the guest’s concern to confirm understanding.
What is paraphrasing?
The ability to adapt to sudden changes or new situations.
What is flexibility?
Target’s mission statement focuses on bringing joy through what two things?
What are everyday life and value?
Acronym used to describe the level of satisfaction a guest reports after interaction.
What is CSAT (Customer Satisfaction Score)?
Maintaining this in your voice helps convey friendliness and professionalism, even over the phone.
What is tone (or smile in your voice)?
Keeping notes during a call helps with this critical call center skill.
What is documentation (or accurate record-keeping)?
When you communicate clearly, respectfully, and with confidence, you are practicing this soft skill.
What is assertiveness?
The team member promise: "At Target, we help all families discover the joy of everyday life. To do that, we ____ together."
What is care, grow, and win together?
The practice of ensuring personal information is protected and not disclosed improperly.
What is data privacy (or confidentiality)?
Avoiding slang and filler words such as “umm” or “like” demonstrates this communication habit.
What is professionalism (or polished communication)?
Balancing efficiency and empathy leads to this ultimate result in a call.
What is guest satisfaction (or loyalty)?