Show:
“E” for Effort
Mind your “P”s and Q’s
Down to a “T”
100
The art of using certain techniques over the phone to demonstrate a level of professionalism, courteousness, and an enthusiastic attitude.
What is Etiquette?
100
A Virtue.
What is Patience?
100
Something that should always be enthusiastic to show the customer you are interested in what they are saying.
What is Tone?
200
“I understand your frustration.” and “You seem to have limited time so I will assist you as quickly as I can” are examples of expressing this.
What is Empathy?
200
Something you should always portray as it shows that you are competent and proficient.
What is Professionalism?
200
A person whom you have to use close-ended questions and pauses as well as rephrase questions to keep them on subject.
What is Talkative Customer?
300
Going above and beyond could mean you are providing ____ Customer Service.
What is Exceptional or Excellent?
300
Showing respect & good manners. Use the merchant’s name, acknowledge the merchant, and excuse yourself if necessary.
What is Polite?
300
Confidence of a customer that you know what you are doing.
What is Trust?
400
Reflecting this shows you are interested in what your customer is saying and that you enjoy assisting them with their questions.
What is Enthusiastic?
400
Tone of voice that is not monotone or unenthusiastic.
What is Pitch?
400
The act of forwarding the caller and talking to the person before connecting them.
What is a warm Transfer?
500
Meaningful voice tone
What is Expressive?
500
Using phrases such as “You neglected to tell me”, “I cannot help you”, or “You overlooked that” are NOT ways to remain as this.
What is Positive?
500
The act of connecting a customer to another area by dropping the call into that areas queue.
What is a cold Transfer?