Group A
Life Insurance, Health Insurance, Banking, Investments, Pension
Tone may be described as the in which we communicate with our clients through volume, inflection and ______.
Pace or Speech
State four soft skills that are important in managing our interactions.
empathy, tone, actively listening, avoiding discounting, effective communication, building rapport, etc.
You are required to respond to the incoming interaction within ______ seconds.
five
The ability to understand and share the feelings of another and responding to their situation accordingly refers to ________
Empathy
Restating a client's query to ensure that you have a clear understanding of their issue refers to ________
Paraphrasing
Internal words or expressions that are commonly used within the organization that the client may not know or be familiar with are known as __________
jargons
What are soft skills?
Soft skills are non-technical skills that relate to how you work. They include how you interact with colleagues, how you solve problems, and how you manage your work. Soft skills are personal attributes that enable someone to interact effectively and harmoniously with other people (our clients)
What is Probing?
To ask the client additional questions based on their query in order to gain a deeper understanding in order to provide accurate meaningful and through information.
Ignoring a client or their request is an example of
Discounting
What is effective communication?
Actively listening to provide meaningful, accurate and thorough information to ensure that the client has a clear understanding of the information being provided relating to their query
What is the Sagicor Standard?
To be polite and speak positively about the company, products and competitors, while maintaining an energetic, engaged and upbeat attitude with the clients.