Conversation Skills
__________ involves assuring the customer that their issues and concerns will be addressed with responsibility.
What is Accountability?
Informing the customer of products and solutions aligned to their needs..
What is reinforces customer value?
Even when another team/department caused the issue, you represent Spectrum; so you speak from that position. which ....
What is Positions Spectrum as one collective team committed to owning the customer issue
_____________ helps in understanding what the other person is saying and responding in a way that demonstrates comprehension.
What is Active Listening?
We truly dropped the ball on this one, here's exactly what we're doing to correct this for you right now. This is an example of ...
What is positioning Spectrum as one collective team committed to owning the customer issue?
With non-technical customers you should drop the ___________, use simple analogies, and check for understanding more often.
What is Jargon?
The ability to acknowledgment that another person is experiencing certain emotions, and the ability to demonstrate an understanding of why they are feeling these emotions; demonstrates what soft skill?
What is Empathy?
Slowing down, staying calm and sounding genuinely concerned when the customer is upset or worried.
demonstrates ...
What is Recognizes Customer Impact?
Best practice is to connect the _________ or _________ to the customer's specific situation.
feature or product
Rephrasing negative statements in a positive way is an example of ...
What is Positive framing ?
I can see from your account that you've already tried rebooting the modem, let's try a different approach to resolve this issue. This is an example of ...
What is Identifies customer needs?
You should reserve "___________" for genuine service failures, because overuse of _________ makes it meaningless.
What is I'm Sorry?
To explain to the customer what actions are being taken to solve their problem. This is a great way to ensure that all customer information is correct and all critical steps have been followed. Demonstrates...
Step-by-Step Explanation/Call Guidance
I can see how this interruption has impacted your service for the past few weeks, my priority is getting you restored right away.
This statement is an example of ...
What is recognizes customer impact?
At close of your call, after the issue is resolved, connect ____________directly to what just happened
Example - For exactly this situation in the future, here's how you can check it yourself.
What is the self-service option/EHH?