C
This means expressing the same idea or information using different words and sentence structures, while keeping the original meaning intact.
What is "Paraphrasing?"
This is one of the best ways to demonstrate Customer Obsession.
What is "Take Accountability?"
____________ means figuring things out—even when the situation is tough or tools are limited.
What is "Being resourceful?"
Putting yourself in someone else's shoes.
What is "Empathy?"
This term is often confused with empathy but actually means feeling sorry for someone rather than understanding their emotions.
What is "Sympathy?"
The skill of fully focusing on, understanding, and responding thoughtfully to what someone is saying.
Active listening
Identifying any areas where someone else might have greater expertise. Sharing your ideas and expertise when someone else requested help.
What is "Partner with Others?"
This means taking initiative and acting in advance to prevent problems or create opportunities—rather than just reacting to events as they happen.
What is "Be Proactive?"
This is the term for the emotional connection built between a support agent and a customer through understanding and care.
What is "Rapport?"
This term refers to the average time an agent spends handling a customer interaction, including talk and wrap-up time.
What is "Average Handle Time (AHT)?"
Posing questions that cannot be answered with a simple “yes” or “no”. Instead, they invite the other person to share more thoughts, feelings, or explanations, encouraging deeper conversation and insight.
What are "Open-ended Questions?"
This is key in maintaining customer trust. If you make a promise to the customer, be sure to make it happen.
What is "Follow Through?"
Being resourceful reflects this aspect of Microsoft’s culture.
What is "Customer Obsession?"
It is the term for the process of calming a tense or emotional situation during a support interaction.
What is "De-escalation?"
This is the percentage of calls resolved during the first interaction without the need for follow-up.
What is "First Call Resolution (FCR)?"
This is the last step of Communicating Effectively.
This includes Identifying customer's need and committing to owning.
What is "Take Ownership?"
They can serve as a resource when you need assistance with escalating a concern.
What are "Escalation Supports?"
It is a preconceived opinion not based on reason or experience.
What is "Prejudice?"
The metric that measures how satisfied customers are with their support experience
What is "Customer Satisfaction Score (CSAT)?"
These are the four attributes under Framing a Situation
What are "Define Situation, Define Best Approach, Set Expectations, and Address Customer Needs?"
These are the three components of Taking Accountability.
What are "Take Ownership, Partner with Others, and Follow Through?"
These are the first-line resources available to agents.
What are "KB articles, Public Documents, and Tools?"
This term refers to the act of recognizing and managing your own emotions and the emotions of others.
What is "Emotional Intelligence?"
The process of using customer data to personalize support interactions.
What is "Customer Profiling?"