A
What are the benefits of Live Chat
Accessible
Delivers Useful Context
Timely
Conversational
Refers to the principles of behavior that one should use when writing or answering email messages. It is also known as the code of conduct for email communication.
Email Etiquette
“W” questions must be considered in what goal?
Smart
Refers to the ability to quickly and successfully embrace change and adapt effectively in response
Adaptability
Is the understanding and interpretation of what is read
Comprehension
Meaning of "CST" in Teamwork
C - Contribute
S - Support
T - Target
What is the significance of email etiquette?
Avoid Confusion, Enhance Efficiency, Increase Accountability, Appear More Professional
Meaning of "SMART" Goals
SPECIFIC, MEASURABLE, ATTAINABLE, REALISTIC, TRACKABLE
Is the practice of being present in the current moment and acknowledging your thoughts, feelings, and needs as valid and important.
Mindfulness
Differentiate Scanning and Skimming
Scanning - Scanning is the technique that you may use when reading a telephone directory.
Skimming - This is a process of speed reading for getting general meaning.
Give 5 types of diversity in the workplace
Race, Ethnicity, Age, Citizenship status, Education, Income, Skills, Beliefs, Upbringing, National origin
Give 5 parts of an email
RECIPIENT, CARBON COPY, SUBJECT LINE, BLIND CARBON COPY, SALUTATION, BODY, CLOSING, SIGNATURE, ATTACHMENT
Differentiate urgent and important
Urgent - Urgent tasks demand your immediate attention, but whether you actually give them that attention may or may not matter.
Important - Important tasks matter, and not doing them may have serious consequences for you or others
In improving your adaptability skills, this is your willingness and motivation to keep improving upon your skills can also show your employer your commitment to your professional growth.
Developing a growth mindset
Give 5 Reading comprehension strategies
Mental Imaging, Paraphrasing, Retelling and Summarizing, Taking Note of Important Concepts, Scanning, Skimming, Inferring, Learning New Vocabulary, Trying to Read More
Is a key component of delivering and improving excellent customer service.
Teamwork
Differentiate CC and BCC
CC - Used when you want to send an email to someone, and send the exact same copy to one or more other people; not expected to reply. When you press “reply all,” all of these addresses receive your response.
BCC - The only email address visible to all the recipients is the one in the “to” field. Any email addresses in the Blind Carbon Copy field will not be seen; They do not receive “reply all” responses.
How does poor time management affect customer service
Lack of Focus, Decreased Morale and Motivation, Lack of Prioritization
What are the 4 adaptability skills
Ability to Learn, Persistence, Resourcefulness, Curiosity
Differentiate summarizing, paraphrasing and retelling
Summarize – To give a shorter version of the original text focusing on the most important details while keeping the order and structure
Paraphrase – To present what you read in your own words
Retell – To retell the story or text orally, and in turn demonstrate what was remembered
Why is teamwork the key to customer satisfaction?
Resolve customer's concerns faster
Provide a consistent customer service experience
Avoid stress and disengagement for your team
A happy workplace equals happy customers
What is the cardinal rule for email
Your emails should be easy for other people to read. Generally, it is best to use 10- or 12- point type and an easy-to-read font such as Arial, Calibri, or Times New Roman
Give 5 Time Management Tips for Support Agents
Know common customer problems, Work in a timeframe, Delegate your work, Learn to take a break, Use technology to your advantage
What are the benefits of workplace adaptability
- can help you better enjoy your work experience and improve your mental well-being in the office.
- can help improve your career growth and success at work
Could take many forms, containing travelogues, journals, letters, and double-entry journals. Make use again of the scanning and skimming technique above to reinforce your understanding.
Summary