Soft Skills
Active listening, Empathy, Positive attitude.
R. Examples of soft skills.
Is setting expectations on whats gonna happen in the call a part of having a good call structure?
Yes
How many points are deducted from the QA score if you promise the seller a follow up but you never do it?
20 to 30 points
When verifying are you able to provide hints and help the seller?
/NEVER!
Apply tise macro when you have impersonation consent.
Support {Regulator - Impersonate}
The ability to understand and share the feelings of another.
R: What is empathy.
how many minutes can I have a seller on hold?
3 mins.
Report the outage > call the seller back 2 times > send a follow up email.
What are the steps in case a disconnection happens?
Which Macros would you apply to get an attachment.
All suggest macros
If you run into a circumstance where no macro exists to suit your case there is in fact a macro for that!
Operations [No Macro Exists]
"I'm more than happy to help you out today"
R: Willingness to assist statement.
is dead air allowed in our calls?
Yes, as long does not exceed the 1 min
choosing your words deliberately, constructing your sentences carefully, and on a good pace.
Clear language
If the seller asks to refund a buyer in their behalf .Can you provide this action?
NEVER take any actions that move money in behalf of the seller.
Is a natural fit as part of customer service management and its corresponding framework, capturing the details of a service, project, transaction, or response to seller requests.
What is Case Management
Removing the self from the situation in order to fully focus on the other. This reduces the emotional toll on support agents by keeping personal life separate from work.
R. What is Depersonalization.
If you do not provide an specific time frame about a procedure during the call, does it affect your markdown under the Call structure on maestro?
Yes.
The ability to address the problems that need to be solved, risks to be mitigated, and decisions to be made
What is resolution?
Delivering a message in a positive way and in such a way that minimizes a negative reaction.
What is positive positioning
Are a critical component of our advocate workflow as they not only provide helpful talking points to assist a seller with their inquiry, but on the backend they allow us to pull quantitative data on production volumes by product
Macro tags
A relationship characterized by agreement, mutual understanding, or empathy that makes communication possible or easy.
R: What is rapport.
At what part of the call should I start proving questions?
Once the seller has given the context of their call and after Empathy or willingness to help has been given.
To examine, study, or inquire into systematically; search or examine into the particulars of; examine in detail
What is investigation
Which department is 24/7 support.
US-EN Priority US- Restaurant
If a trigger term is mentioned during a seller interaction
flag a Complaint