Types of Listening
Listening to hear
Not listening carefully
Distracted
Not interested
Non-responsive
What is Passive Listening.
TRUE of FALSE
When the caller rambles on and on and you mentally checkout is known as EMOTIONAL TRIGGERS
FALSE
What is Excessive talking.
Describe the icon for the Genesys Cloud system.
What is a butterfly.
What are the steps to improve Active Listening?
2 Listen
3 Don't jump to conclusions
4 Take notes
5 Ask questions
6 give verbal cues
7 reflect back
8 summarize
What barrier is this describing:
"Inattention caused by clock watching for your next break or the end of your workday."
What is Break/Lunch or Leaving Time
TRUE or FALSE
When updating your status for break or to use the restroom you should select "Away" in Genesys.
FALSE
What is Break.
When does the second offer to help occur and what are the 3 key elements
Follows after customer explains their reason for the call (because the first "help" was incorporated into our initial greeting).
1. Immediate
2. Tailored and Specific
3. Transitions to next step
TRUE or FALSE
Multitasking is encouraged at FHB call center because we want to keep the queue moving and we are being monitored by how long we take on calls
FALSE
The act of multitasking such as "[t]rying to complete work from a previous call while on a new one or engaging in Microsoft Team chats [...]" is discouraged.
Using the mute button is encouraged in lieu of the hold button while on a call with a customer.
Explain your answer.
FALSE
The mute button is "dead silence" and leads the customer to belief that the call has been disconnected. Always use the hold button.
What are the key components for Active Listening?
Listens to understand
Shows Interest
Paraphrase
Ask questions
Empathize and listen for feelings
Describe or explain "Manner of Speaking."
Explain what is "Blind transferring" and what should be used instead?
Blind Transferring is the act of transferring the call without notifying the receiving person of the situation.
Instead, use the "warm transferring" method in which we, as the agent, explain to the new person what is going on.
What is working and not working with this statement?
"I'd be happy to help you with that as I know it can be frustrating. Hold on while I look this up for you."
Not specific and tailored
Not a smooth transition
Inappropriate Hold verbiage.
Why do details of what the customer is saying important?
Because that one word can change the meaning of the outcome of the entire situation. Details matter. :)
What can you say in your closing verbiage for a phone call in which the customer was having a hard day instead of "Have a nice day"?
"[...] choosing FHB bank, we hope everything turns out okay for you."
Or any other filler you folks have.