Soft Skills Magic
What to Say / Not to Say
Escalation Station
Empathy in Action
100
What's a simple way to show a caller you're actively listening?
A) Paraphrasing what they said back to them
B) Saying things like "I understand" or "Absolutely"
C) Staying completly silent so they don't feel interrrupted
D) Asking them to repeat themselves multiple times througout the call
What is
A) Paraphrasing what they said back to them
B) Saying things like "I understand" or "Absolutely"
100
What's a better way to say, "I don't know"?
A) "Let me find that out for you."
B) "That's a great question - I'll look into it."
C) "Beats me!."
D) "Let's see what I can do."
What is
A) "Let me find that out for you."
B) "That's a great question - I'll look into it."
D) "Let's see what I can do."
100
Where should you refer an escalated caller using a task?
What is Salesforce to the PSC Escalations Team?
100
What does it mean to show empathy on a call?
A) Validating how the caller feels
B) Saying "I get it, that's frustrating"
C) Offering a personal story about how your day's going
D) Demonstrating that you care and want to help
What is
A) Validating how the caller feels
B) Saying "I get it, that's frustrating"
D) Demonstrating that you care and want to help
200
How can your tone of voice help de-escalate a tense call?
A) Keeping your tone calm, steady, and professional
B) Matching their energy so they feel heard
C) Avoiding sarcasm or defensiveness
D) Whispering so they have to calm down to hear you
What is
A) Keeping your tone calm, steady, and professional
C) Avoiding sarcasm or defensiveness
200
What's wrong with saying "You're not listening to me"?
A) It makes the caller feel attacked
B) It adds fuel to the fire
C) It could cause the call to be escalated
D) It gives them a good reason to yell louder
What is
A) It makes the caller feel attacked
B) It adds fuel to the fire
C) It could cause the cal to be escalated
D) It gives them a good reason to yell louder
200
What's the new escalation method you can use during the call?
What is a warm transfer to the escalation team?
200
Which of these shows' empathy?
A) "That sounds frustrating. Let's take care of it."
B) "I'm sorry you're dealing with this - I'm here to help."
C) "You're not the only one this happens to."
D) "I'll try, but no promises."
What is
A) "That sounds frustrating. Let's take care of it."
B) "I'm sorry you're dealing with this - I'm here to help."
300
Why is it important not to argue with an upset caller?
A) It can escalate the situation instead of helping
B) It creates unnecessary tension and delays resolution
C) You might lose the argument and your pride
D) It makes the call longer, and nobody wants that
What is
A) It can escalate the situation instead of helping
B) It creates unnecessary tension and delays resolution
D) It makes the call longer, and nobody wants that
300
Give me a positive way to say, "That's not my department."
A) "Let me connect you with the right team."
B) "I'll make sure you're in good hands."
C) "Let me give you the number to someone who can help."
D) "Unfortunately, I can't help you because you called the wrong company"
What is
A) "Let me connect you with the right team."
B) "I'll make sure you're in good hands."
C) "Let me give you the number to someone who can help."
300
True or False: You should always check for a documented resolution before escalating.
What is True?
300
How can you reassure a caller you're here to help?
A) Clearly outline the next steps
B) Promise them you'll fix everything, even if you can't
C) Use phrases like "Here's what I'm going to do for you"
D) Offer to follow up or keep them updated
What is
A) Clearly outline the next steps
C) Use phrases like "Here's what I'm going to do for you"
D) Offer to follow up or keep them updated