Empathy or Sympathy?
“I understand how frustrating this must be, and I’m very sorry for the trouble.”
Empathy
Acknowledge what step of the EASEE customer service model
The second step
True or False: closed-ended questions are a great way to seek information and understanding from your caller
False: open-ended questions are best
What EASEE step is when you offer the customer options?
Explain
What annual festival in Munich, Germany, is famous for its beer in the fall?
Oktoberfest
"I'm so sorry for the delay in shipping your order"
Sympathy
True or False: Listening to the emotion of your caller, is an important part of Acknowledgment
True
_____-ended questions require a lengthier response and allow the customer to tell a story
Open
It is best practice to _____ an agent or customer for calling.
Thank
If you throw a pumpkin in water, will it sink or float?
Float
"Oh no, poor thing!"
Sympathy
True or False: It is ok to interrupt your caller if you have something quick and important to tell them
False: let the caller finish their thoughts
_____-ended questions require a "yes" or "no" or one word reply
Closed
True or False: We use option statements to our customers to avoid saying "no" or "we have no options for you"
True
What state is the biggest candy producer in the US?
California
"Sorry for the wait, I appreciate your patience"
Sympathy
True or False: If you are thinking of answers and your response while the caller is talking, you are actively listening
False: take notes and listen to understand what the caller is saying
True or False: closed-ended questions should be avoided at all times
False: sometimes closed ended questions are needed. Example: did anyone explain our ContinuCare program to you?
Offering a bridge order to a customer who has an order that has to hold, is an example of what we ___ do to help.
Daily Double: Can, it is always better to focus on what we can do vs what we cannot do.
The first jack-o'-lanterns were not carved from pumpkins but from ______
Turnips
“I’m committed to resolving this for you.”
Empathy
Briefly _________ the information the caller gave you is a great way to acknowledge you heard their concerns and are ready to address them.
Daily Double: Summarizing
True or False: You should ask as many questions as possible all at once to make the call go quicker
False: typically, you will not get all of the needed answers if you ask them all at one time.
When closing a call, it is best practice to ask what final question?
"Is there anything else I can assist you with?"
What U.S. state is considered the "Pumpkin Capital" of the world?
Illinois