Greetings & Openings
What should you do before answering a call?
Smile – it changes your tone.
What is active listening?
Fully focusing on what’s said.
How do you show empathy?
Acknowledge feelings and reassure action.
What is call ownership?
Taking responsibility for resolving the issue.
What must you do before ending a call?
Summarise the outcome.
How many rings before answering?
3 rings.
Give an example of a verbal nod
“I understand.”
What’s better to say than “That’s not my job”?
Let me get the right team.”
How do you show ownership when transferring?
Explain who, why, and when.
What phrase closes a call politely?
“Thank you for calling Southern Water.”
Give the correct Southern Water greeting
Good morning…” etc.
Why repeat back the customer’s issue?
Shows understanding.
What tone should you always use?
Calm and confident.
What happens if we fail to take ownership?
Repeat contact or complaints.
Why confirm next steps?
Sets clear expectations.
What should always follow your introduction?
(DoublePoints)
ID&V.
What should you avoid while they speak?
Interrupting.
Why mirror tone?
Builds rapport.
What tool do you use to raise commitments?
SAP.
Should you ask if they need more help?
Always
Why is your tone important?
It sets the call’s emotional tone.
Which system can support you with info during listening?
Reservoir.
What is one phrase that shows empathy?
“I can hear this has been stressful.”
How does ownership impact CSAT?
Positively — customers feel cared for.
What’s the final impression customers take away?
Your tone and professionalism.