CSAT
It's not You Vs. the Customer...
It's you & the customer Vs. the problem
Danika's favorite team is...
Kansas City Chiefs
WAHOOO GO CHIEFS!!!!!!!!!!!!
CSAT stands for...
Customer Satisfaction
The difference between sympathy and empathy is...
(Answer doesn't have to be exact)
Sympathy and empathy both involve feelings of concern for someone, but empathy goes beyond a feeling of concern to include an active sharing in the suffering person’s emotional experience.
Brandon's favorite restaurant is...
Chipotle
Overconfidence Vs. Underconfidence means...
(Answer doesn't have to be exact)
Overconfidence is the excessive overestimation of one's own skills and abilities, leading to risky decisions, hubris, and an illusion of certainty, whereas underconfidence is the underestimation of one’s capabilities, resulting in missed opportunities, procrastination, and low self-esteem. While overconfidence causes dangerous, impulsive actions, underconfidence causes stagnation and inaction
The amount of information/explanation we should give to a client when then ask a question is...
what they want/ask for and it should be concise. If they want more info, then you can go into the weeds a bit.
Overexplaining can affect your CSAT
North like his steak cooked...
Medium Well
The Difference between intentional silence and long pause of uncertainty is learning to...
(Does not have to be exact)
A calm pause sound smarter than a rushed guess or delayed response.
Hold with purpose, return with power.
Things that are out of your control that affect CSAT are...
client's attitude, client's tone, swearing, voicemails (over a certain time can affect), client's reactions, hanging up (not finishing call)
Noah's favorite chip snack is...
Regular Funyuns
Things that are in your control that affect CSAT are...
your tone, your verbiage, your presentation (negative vs positive), your speed, your efficiency, your completeness and follow-though, your emotions (empathy)
In the CSR manual an misunderstanding is never ended by an argument but rather...
Tactfulness, diplomacy, sympathy
The name of Danika's new car is...
Björn
If the client is bashing the company your proper response should be...
(Answer doesn't have to be exact)
Do NOT focus on the negative, focus on the resolution.
*Don't add fuel to the fire!
Ex: "I can understand your perspective and the frustration this has cause. Let me clarify some of the items that you've mentioned so we can be on the same page with policies and procedures. "