Beginning to End
The length of time a customer has been with Allstate.
What is Tenure?
Empathy is the ability to__________
(Fill in the blank)
“walk a mile in someone else’s shoes”
Someone who has “A PROCESS”.
What is a great Negotiator?
This term is used to describe a person who makes decisions based on emotional thought and social considerations.
What are Feelers?
M&M experiences stands for.
(no not chocolate)
What is Memorable and Meaningful experience?
Reviewing this will prevent in asking duplicate questions.
Prior file notes OR FNOL
State a phrase that conveys Empathy
•“I can understand how frustrating it is when…”
•“I realize how complicated it is to…”
•“I imagine how upsetting it is to…”
•“I know how confusing it must be when…”
•“I’m so sorry to hear that…”
•“If I were in your position, I would feel the same way.”
•“That would frustrate me, too.”
•“I would be asking the same questions as you are.”
•“You are totally right.”
•“I can see how that would be difficult”
The acronym of LAST is:
What is:
•L- Listen
•A- Acknowledge
•S- Solve
Based on the photo presented, this is
___-_____ communication.
What is non-effective communication?
__% of experiences are based on how we FEEL we were treated.
What is 70%?
Don’t make ______ about what the customer is telling you – actively listen!
(Fill in the blank)
What is Assumptions
** Daily Double!**
1. Why: Always ask why to understand.
2. ______: Just show people you understand their point. You don’t have to AGREE, just show you understand their side. Empathy.
3. Bridge: Any reason the other person could understand and why they should leave behind what they believe and believe you.
4. Agreement: Agreement that they are ready to talk about the facts.
5. ___: Bottom line – These are the answers!
(Fill in the Blank)
2. Acknowledge
5. Facts
This term is used to describe a person who is more analytical and makes decisions based on logic.
What are Thinkers?
Truly listen to determine the “ ____ cause” and solve it.
What is root cause?
This is matching your customer's tone and pace
What is mirroring your customer?
Allow them to ‘__ __ __ __'
When the customer is angry, allow them to vent without interruption. Use this time to figure out what you can do to fix their issue.
(Fill in the blank)
What is ' Get it all out'
This is Maxim #__:
People will consider your point of view to the exact degree you have demonstrated you understand their point of view. (Listen! Then paraphrase back what you hear.)"
What is Maxim #1?
___ % of Communication is based on tone of voice, pitch and pauses.
(Fill in the blank)
What is 38% ?
The instructor has just demonstrated which strategy of rapport .
What is listening to "Pings"?
**Daily Double!**
Inquiry Calls-
Greeting your customer, authenticating, resolving any concern and documenting the file, are all part of __ _______ ______.
Clue : Found in the Knowledge Library.
What is the Standard Process?
E- Emotionally Intelligent
M - _____ ________
P - Peace Building
A - Accessing your emotions
T - Trust Buidling
H - ____ _____
Y - Your path to connection
(Fill in the Blank)
What are:
M - Meaningful Relationships
H - Healthy Attitude
These are three important factors when creating a negotiation foundation.
What is:
1. Knowledge
2. Empathy
3. Communication
These are all part of ___ ______ skills.
1.Stay Focused
2.Really Listen
3.Allow for Periods of Silence
4.Paraphrase
5.Understand the Emotions Behind the Words
What are Active Listening skills?
Customer service is _____
Customer experience is ______.
What is reactive and proactive?