Call Coaching Basics
The first thing you should do when answering a customer call.
What is: Thank them for calling?
If a customer is shouting at you, the first thing you should do is this.
What is: Stay Calm and listen without interrupting?
This team member has played the piano since the age of 4.
Who is: Cadance
True or False: Smiling while speaking on the phone affects your tone.
What is: True?
This phrase shows active listening and empathy when a customer shares a concern.
What is: I completely understand your frustration?
This phrase is NOT recommended when a customer complains "_________".
What is: Calm Down?
This team member traveled to Europe at the age of 18.
Who is: Annetta
When you don't know the answer to a customer's question, you should do this.
What is: Admit it honestly and find the answer?
When ending a conversation, you should always do this before saying goodbye.
What is: Confirm that all issues are resolved ensure no other assistance is needed?
Instead of saying "I can't help you with that" you should say this.
What is: Lets find a solution together?
This team member loves snakes and spiders.
Who is: Ashley
This is how quickly you should answer the phone at GBT.
What is: Within 2 rings?
The technique of repeating what the customer said to confirm understanding is called this?
What is: Paraphrasing?
When apologizing, it's important to express this even if you are not personally at fault.
What is: Empathy?
This team member is a super nerd who plays Dungeons & Dragons.
Who is: Amber
This customer service "golden rule" involves treating customers the way you would want to be treated.
What is: Showing respect & empathy at all times?
Using a customer's name during conversation helps build this.
What is: Rapport?
When a solution isn't immediately available, you should always do this.
What is: Keep the customer informed or offer a follow up?
This team member turns the BIG 40 this year.
Who is: Kyle
This is the term for keeping your word and doing what you say you will do for the customer.
What is: Follow through or reliability?