3 Vs
Actively Listen and Communicate with a Verbal Response
What is Visible?
Refrain from talking over the member
What is Hear them Out?
Provide a resolution to the issue
The "C" in the CARES Method
What is Communication?
Mumbling, talking to fast, or too softly can cause this
What is customer not interested in speaking with an agent?
Make the Customer feel Validated
What is Acknowledge the Caller?
Offered even when you are personally not a fault
What is an Apology?
Do not ____ to respond
What is Listen?
When you follow through on your tasks during the call
What is Accountability?
Rushing through a call can come off as one of these
What is insincere, anxiety, and discomfort?
Reaffirm we are here to help
What is a Resolution?
A common courtesy when speaking to a caller
What is Thank?
Understanding the caller's point of view
What is Empathy?
This type of communication can show sincerity and confidence
What is Communication that is well paced, with no technical jargon and no filler words?
Phase used to take ownership
What is "I do apologize, but I will take care of that for you.”
The "E" in the HEAT method
What is Empathize?
Do this when information is given by the caller
What is Take Note?
The placement of completed templates in the chat after the call
What is Responsiveness?
This can occur if the customer can't understand what the agent is saying
What is the customer won't be interested in speaking with the agent?
“I understand this can be frustrating.”
What is Validate their feelings?
Allow the caller to do this before attempting to assist
What is give their complete issue?
Listen for this when notating what is being said by the caller
What is Key Word(s)?
Every problem or issue should have this at the end of a call
What is a Solution?
This can ensure a higher level of customer engagement
What is clear communication?