Phone Etiquette
Customer Service
Difficult Situations
Communication
100
What expression always used when answering the phone or greeting our member's ?
What is a smile
100
Should the member be the primary or secondary when you are speaking with them?
What is primary
100
A persistent unsatisfied member
What is difficult customer?
100
What is our main form of communication to our members ?
What is email ?
200
When greeting a member on the phone in addition to saying thank you for calling Golden 1 CU what other information should be given?
What is your Name
200
What type of service should our members expect?
What is friendly and Informative
200
Difficuslt situations should be handled by _______
What is lead or above?
200
Positive communication is maintained by understanding the other persons point of view by listening and __________
What is watching body language?
300
In order to help the caller more efficiently what characteristic do you need?
What is good listening skills
300
Great member service is aimed to help our members____
What is needs ?
300
Everyone wants their question to be_______?
What is Validated
300
The most basic and powerful way to connect with our members
What is just Listening
400
What are 3 top telephone communication skills that should always be used
What is being positive, Enunciation, Sincerity?
400
Our members prefer to speak with a financial representatives who are educated and confident as to what they are presenting.
What is knowledgeable?
400
What are three steps to deal with difficult members ?
What is Listen, Acknowledge and Fix
400
Lack of communication can lead to _____________
What is confusion, frustration and anger?
500
What are the top 3 communication skills that should always be used?
What is Positive Attitude, Enunciation and Sincerity
500
Tell the member what you can do
What is never say "That's against company policy"?
500
A good way to personalize your relationship with a member .
What is using a member's name?
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