De-escalation
Customer service professionals use this type of tone to reduce tension and maintain control of difficult conversations
Acceptable answers: What is calm, steady, or neutral?
This customer service skill requires fully focusing on the customer, understanding their message, and responding with intent and care
What is active listening?
If two's company and three's a crowd, what are four and five?
What is nine?
Agents should avoid matching a caller's frustration as it can escalate to this rather than moving towards a resolution
What is a conflict?
This critical security measure serves as the first and most important defense against unauthorized account access
Acceptable answers: What is proper identity verification or account verification?
Forward I am heavy, backward I am not
What is ton?
Though callers can't see it, this facial expression can improve your tone and help build rapport during a difficult call
What is a smile?
After the root cause of an issue has been identified, this step focuses on implementing the appropriate fix
The unicorn is the national animal of this country
This active-listening technique involves allowing a customer to fully express their concerns before attempting to resolve the issue
Acceptable answers: What is explaining their situation/issue, venting, listening without interrupting, or giving them time to speak?
By asking questions and gathering all relevant details before taking action, you can avoid this common workplace outcome
Acceptable answers: What are errors or mistakes or giving incorrect information?
There are more of these than people on Earth
What are chickens?
Rather than focusing on what cannot be done, agents should focus on providing this
Acceptable answers: What are solutions or next steps, or resolution?
When you say, “I understand how frustrating this must be,” you are demonstrating this important customer service quality
What is empathy?
This animal's fingerprints are so similar to humans' that they can confuse crime scene investigators
What is a Koala?