Hot and Spicy
This is when you change the pitch or tone of your voice.
What is Inflection?
Word choices matter.
What is Be Respectful?
These questions illicit a yes or no response from the caller.
What are validation questions?
When you create human interactions for positive experiences.
What is relationship management?
When you take calculated risks and are being fiscally responsible.
What is Drive Results?
A Customer Service Professionals generally speaks 100 to 120 WPM
What is Pace?
The caller's emotion is not directed at you personally but toward their frustration with their situation.
What is Be Forgiving?
These questions seek to gain information.
What are situation questions?
When you understand what's driving the other person's emotions.
What is social awareness?
They are authentic and bring their true selves to work each day.
What is Live our Purpose?
When you are stressed, it is always best to do this.
What is calmly breathe?
This helps the caller to remain even tempered.
What is Be Calm?
These are open ended questions.
What are issue questions?
The awareness of your own and others’ emotions and how well you manage your response.
What is Self-Awareness?
They role model courageous feedback, open communication, and are inclusive.
What is Engage with People?
This is easier for people to remember.
What is shorter sentences?
Focus and be in the moment.
What is Be Aware?
When you ask the right questions to ensure I understand.
What is Probe Using Situation, Issue and Validation Questions?
When you are able to regulate yourself.
What is self-management?
They provide people through change by providing focus and direction.
What is Adapt for the Future?