Define me
What makes a BAD advocate?
(MUST give 2 answers)
•Disinterested
•Rude
(If learner gave answers with similar meanings to these, award the point.)
How many total number of points were broken down into the 5 categories of MAGIC?
33 point system
What are the things you CAN control?
-Your Actions
-Your Choices
-Your Attitude
What are different ways to make a connection with the caller?
(Cite at least 3 to earn the point.)
Your greeting, friendly tones, being willing to help, expressing empathy, using the caller’s name
(If learner gave answers with similar meanings to these, award the point.)
What is designed to encourage a full, meaningful answer using the subject's own knowledge and/or feelings?
An open-ended question
What makes a GOOD advocate?
(Cite at least 2, maximum 4)
•Educates
•Takes action
•Actively listens
•Willingness to assist
(If learner gave answers with similar meanings to these, award the point.)
According to Dr. Albert Mehrabian's chart on the Elements of Personal Communication, which element constitutes 38% of the total?
Tone of Voice
What differentiates proactive choice from a reactive choice?
Proactive choice is acting with thought; while Reactive choice is acting without thought.
What are different ways to act professional with the caller?
(Cite at least 3 to earn the point.)
Express sincerity, maintain proper pacing, speak clearly with proper volume, be polite, and be mindful of word choice.
(If learner gave answers with similar meanings to these, award the point.)
Besides exceptional customer service skills, what else is crucial to being a Convey OTC advocate?
Attendance. Your presence matters.
What is an advocate?
A person who speaks or writes support or defense of a person, cause, etc.
OR
Advocates are professionals who sincerely want to help & solve the caller’s problems.
(Assess learner's definition and if it's close to the correct response, award the point.)
Did the advocate demonstrate EMPATHY or SYMPATHY in this situation?
Cynthia called to place an order for her allergy meds. The advocate, Brianna was assisting Cynthia. Midway through the call, Cynthia received a distressing message from her mother that their electricity was cut off due to non-payment. Cynthia mentioned this while talking to Brianna to which Brianna just said "Oh, that's too bad. At least you still have water." Cynthia said nothing and just continued with the order placement.
SYMPATHY.
While Brianna was able to acknowledge that the situation was bad, she merely expressed pity on Cynthia's situation but failed to express more understanding and care.
What are the steps towards taking better control of your life?
Step 1: Awareness
Step 2: Your Mind-Set
How can an advocate get to the heart of the call?
(Cite at least 2 to earn the point.)
Ask questions(the what and the why), listen and rephrase, find out the callers need
(If learner gave answers with similar meanings to these, award the point.)
What is the ability to tackle complicated issues by evaluating information you've gathered and organized?
Analytic Thinking and Filtering
What impact/s will your absence make?
(Cite all 3)
-Increased work volume
-Longer hold times
-Poor service levels
(If learner gave answers with similar meanings to these, award the point.)
Under which section of MAGIC does this situation fall?
The customer is an elderly man who has a hard time moving which results in a delay in him verifying details on his account. The advocate remained patient, did not rush the call, and even summarized the resolution to the customer before ending the call.
Close with the relationship in mind
-Follow the call till the very end
TRUE or FALSE:
Is Emotional Intelligence linked to EQ?
True!
EQ is another term for Emotional Intelligence which is the ability to understand, use, and manage your own emotions in positive ways to relieve stress, communicate effectively, empathize with others, overcome challenges and defuse conflict.
How does your attitude influence your experience with your callers, co-workers, management, family and friends?
If you have a positive attitude things will appear more positive, a negative attitude towards work could affect your motivation to get to work on time thus affecting your behavior.
(Assess learner's definition and if it's close to the correct response, award the point.)
How can you be PROACTIVE with your caller?
You can be proactive by:
1. Presenting benefits
2. Offering options & solutions
Erin is the most experienced member of your team and has been a witness to the numerous changes in the company. Even so, she still goes out of her way to make sure she knows all the processes and is proactive in ensuring she adapts to all the changes and updates.
What kind of mindset is she applying and what attitude does she have?
Erin has a POSITIVE MINDSET and her attitude towards work is being open to learning and adapting to changes.
(Assess learner's definition and if it's close to the correct response, award the point.)
Under which section of MAGIC does this situation fall?
During Debra's call with the customer, she makes it a point to let the customer speak, not interrupt, and gave verbal nods which signaled her 100% attention on the call. After the customer explained the situation, Debra would confirm her understanding before diving into the needed resolution.
Get to the heart of the matter: Listen and ask questions
18. Listen and rephrase appropriately
How do you apply Emotional Intelligence in this situation?
Darren was late to work due to a problem at home. During the first two calls in his shift, he came across a customer who was screaming at him and did not make sense at all. How will Darren apply emotional intelligence in this situation?
Darren can apply EI by remaining calm, empathizing with the customer, and asking clarifying questions to get to the heart of the matter.
(Assess learner's definition and if it's close to the correct response, award the point.)
How do you apply POSITIVE SCRIPTING on this situation?
Carl is speaking to customer Eddie who keeps on denying giving Carl his personal details for verification. Without asking these details, Carl cannot authenticate Eddie to gain access to his account. How will Carl explain and apply positive scripting in this situation?
Carl can apply positive scripting by first acknowledging Eddie's effort, then explaining the need for authentication which focuses on protecting important data, finally ending the statement by encouraging Eddie to authenticate through other means instead.
(Assess learner's definition and if it's close to the correct response, award the point.)
FILL IN THE BLANK:
Your choice to control your side of any __ sets ___, thereby controlling the environment’s ____.
Your choice to control your side of any RELATIONSHIP sets the THERMOSTAT, thereby controlling the environment’s TEMPERATURE.