Etiquette 101
Apart from Identifying the company that I work for I must also introduce _______at the start of the call.
What is Myself?
Do this to get a deeper understanding or more clarity of what the customer is calling about.
What is "ask questions"?
The action of understanding, being aware of, being sensitive to and vicariously experiencing the feelings, thoughts and experiences of another is :
What is Empathy?
That's not our fault.
"Lets see what we can do"
I will arrive __ ______ for my training next week.
What is on time?
This refers to a period of utter silence on the call where the agent should have bee speaking.
What is Dead Air?
Do this to help remind you of key facts that the customer might have spoken of.
What is "take notes?"
The best way to pick up on empathetic queues in call, is by ________
What is listening?
You're wrong.
"What is Let me give you the information that you need"
If something that my facilitator said is not clear, to I will _____ _______ to ensure I understand.
What is ask questions?
When the customer is speaking it is okay to interject, if you are saying something really Important.
True/False
What is False?
If you do this chance are you will be wrong and may never address what the customer has called about.
What is Pre-empt?
Continuous sighs is a sign that a customer is ________
What is frustrated?
Its not ready yet.
It will be ready on.
These devices are strictly prohibited for the training
What is a cellphone?
This two word action is how should be positioned when taking calls.
What is Sitting Up?
To help with the summarizing and reflecting on what the customer has said, Do this:
What is Paraphrase/Recap?
My apologies is a great way to empathize with a customer who has had a long standing issue.
True/False
What is False?
That's not my job
_______Can help you.
I will be ___________________ of other persons, when they are talking or sharing an observation.
What is respectful?
Always be sensitive to the ________ of your voice when speaking with the customer.
What is Tone?
Prevent yourself from being distracted by colleagues or external noises and concentrate on what your caller is saying by doing this:
What is Staying focused?
I see why that would be a concern to you. Is a good empathetic statement.
True/False
What is true?
That's against our policy.
Here's the way we handle that.
I will not ________the facilitator whilst she is speaking, if I have a question, I will wait until she is done with her point.
What is interrupt?