Framing
A friendly opening that clearly states your department and name, so the caller knows who they’re speaking with.
What is a greeting?
The general mood or sentiment expressed during a written or verbal conversation.
What is Tone?
A word formed from the initial letters (or parts) of a series of words and pronounced as a single word.
What is an acronym? (These should be avoided in customer interactions.)
A behavior, which includes raising your voice or cutting the customer off, which should never be shown during a customer interaction.
What is annoyance/frustration?
One way to show you're actively listening.
What are confirming statements? (i.e. Just to make sure I got this right...)
A short, open question used right after the greeting to invite the caller to explain their reason for calling.
What is an offer of assistance. i.e. How may I assist you?
Appropriate tone should always leave the customer feeling ________ and ________. (Fill in the two blanks)
What is "Welcomed" and "Respected"?
Belief in your own abilities, knowledge, and judgment that allows you to act decisively and communicate clearly.
What is Confidence? (Language choices should instill confidence in your answers.)
The guideline that asks you to imagine being in the customer's situation and avoid being judgmental.
What is 'Try On'?
You should do this if it becomes necessary to interrupt a customer.
What is "Promptly acknowledge and apologize for the interruption"?
Confirming all needs were met and ending the call in a friendly manner.
What is a closing statement?
The communication concept that indicates you are showing interest in the communication and can directly impact tone.
What is Engagement?
Specialized language, terms, or expressions used by a particular profession, group, or industry that may be unfamiliar or confusing to those outside that group.
What is jargon? (This should be avoided in customer interactions.)
This means offering words that help the customer feel safe, heard, and supported.
What is reassurance?
You should never assume this when helping a customer.
What are their needs?
Letting the caller know next steps up front to avoid surprises and reduce frustration.
What is setting expectations?
The practice of asking frequent speakers to make space and the quieter ones to contribute more to create a more equitable interaction/conversation.
What is Step Up/ Step Back? - Although not directly related to Tone, Self-awareness is key in all communication.
Choosing phrases that are respectful, caring, and human, especially when setting expectations or responding to sensitive concerns.
What is using a professional language?
The communicative act of recognizing and accepting another person's feelings, thoughts, or experiences as understandable and legitimate.
What is validation?
Listening is the ability to.
What is receive and interpret messages? (This is key to all effective communication.)
Restating the customers question or need in your own words while keeping the original meaning intact.
What is Paraphrasing?
You pick up on tone, pauses, or word choices that suggest the customer may be confused or frustrated.
What is listening beyond the words?
A language course tailored to assist participants in developing a writing style that keeps things short, simple, and clear—avoiding wordiness, jargon, and overly formal language so the message lands with ease.
What is Writing in Plain English?
Deliberately establishing shared knowledge, beliefs, experiences, goals, or assumptions between people so messages are understood more easily.
What is "finding common ground"?
Five signs that you are not actively listening.
What is...
1: Interrupting
2: Redirecting for avoidance
3: Debating before the other person finishes speaking.
4: Distractions (i.e. electronics and unrelated personal/work projects)
5: Repeat (frequently asking someone to repeat)