Develop Rapport
When receiving a chat escalation, this is three elements that should be included in your initial response: Give example.
What is a providing greeting, your name and your extension?
Demonstrate active listening.
What is asking clarifying questions?
What is demonstrating a genuine interest?
What is avoiding distractions to ensure comprehension?
Empathy is:
What is the ability to understand and share the feelings of another person without necessarily implying fault or needing to apologize?
5 of the many key systems available to solve the customer's issues.
What are:
CRM, HOME, ORDER UP, DMP, CONVEY, DET, GUIDEPATH, IT, DFC, KBs, Teams Chat, GC Appeasement, Directory Tool, Magellan Lite
Before you close your call, you should be asking your customer this:
What is: "Is there anything else I can assist you with this evening?"
Do this to further a call when the customer won't stop talking.
Wait for a comma, not a period and say,
"Can I jump in for a second? I want to summarize what I've heard so far to make sure I understand."
Two verbal examples of active listening.
What is, "I see", "Uh-huh", "I understand", even "Mmm-hmm".
TRUE or False and Explain
Is "I'm Sorry" the same as "I apologize?"
What is FALSE?
"I'm sorry" and "I apologize" can both express regret, they are not always interchangeable. "I'm sorry" can express sympathy or regret for a situation, while "I apologize" is a more formal admission of fault and responsibility.
The best way to get a customer to stop over-talking you.
What is STOP TALKING?
Stay engaged but stop talking.
In a live chat, you say this when you cannot give the customer what they want:
What is: "I know this isn't the answer you were hoping for, and I'm sorry for any inconvenience this may cause you."
While on a call, part of developing rapport with the customer is to do this:
What is: Personalize the conversation.
One benefit of Active Listening:
What is: Reduces miscommunications. Shows a genuine interest to help. Helps de-escalate the situation.
We never want to do this when demonstrating empathy.
What is minimize the customer's experience?
A tool to be used when the customer needs another item ASAP without waiting for a refund. (Extenuating circumstances).
NCGC Order (No Cost Gift Card Order)
Three of the four elements to close effectively close a call with a customer.
What is: To summarize key points, confirm next steps, express gratitude, and use a positive closing statement?
You have taken over an escalated call. This one phrase should be part of every greeting.
What is our compliance statement?
"This call may be monitored for quality and training purposes."
3 Rs of Active Listening
What is REPEAT, REFLECT, RESPOND?
Say this when a customer does not want to hear sorry because they already heard those words multiple times.
What is, "My apologies will be an understatement."
Two of the four steps to assert your authority and get your customer to accept your word as final are:
What is:
Be Clear: Not aggressive. Not Passive
Acknowledge concern: Say what you mean. Mean what you say. Don't be mean when you say it.
Manage Expectations: Reiterating what you said prior.
Guide to Next Steps: Move to closure firmly and confidently stating the next steps
An example of a closing statement:
What is: (something like this....)
"I'm happy we were able to make this right for you. Thank you for choosing Home Depot for your project needs. Have a great evening."
"My apologies once again for any inconvenience. We appreciate you shopping with Home Depot. Have a great evening."
"Thank you for shopping with Home Depot. We appreciate your business. Goodnight."
You have taken over an escalated call and provided your greetings. The next step is to:
What is acknowledged the situation and/or restate your understanding of the information provided?
This you should never do when Actively Listening to your customer.
What is interrupt or Rush to judgement.
Provide an empathy phrase for the following situation.
Martha called in because she ordered a kitchen suite and the refrigerator came in with a big gash on the side panel. She wants to know how this happened and what is going to be done?
Examples:
"I can hear how important this is to you."
"I understand how frustrating that must be."
"I want to get to the bottom of this just as much as you do."
"I can see your point on that."
"I am so disappointed to hear your shipment has not reached you."
"I'd be upset too."
Give the three Hs when a resolution cannot be achieved immediately.
What is:
"Here's what we know:"
"Here's what we've done or can do:"
"Here's what is next:"
Avoid this when closing a call.
What is: Saying only, "Okay Bye"