Tonality
warm, friendly, and upbeat, can immediately make the customer feel valued
What is the "tone of voice"?
This is the key element in creating positive, productive, and long-lasting relationships, whether in personal, professional, or customer-focused settings.
What is "building rapport"?
This process involves increasing the worth, utility, or perception of something over time, and can apply to a business, brand, relationship, or personal skills
What is "building value"?
Total Lead Domination
What is "what TLD stands for"?
this is what Carlos has a passion for
What is DJ'ing
characterized by warmth, friendliness, and positivity, helps a member feel welcome and valued
What is a "warm, friendly, and upbeat tone"?
"This key element, allows people to feel comfortable and understood, is essential for developing trust"
What is "rapport"?
How can an Agent quickly demonstrate the value to a member during the first 30 seconds of the call?
What is "uses members first name"?
this happens for TLD security upon Login
What is "MFA email"? (Multi-factor Authentication)
____ ____ is the state Jenn is from
What is New Jersey?
helps calm an irate member and demonstrate that the company cares about resolving the issue
What is a "compassionate tone"?
This feeling, often experienced by customers who trust their representative, makes them more confident in the solutions being offered.
What is "confidence"?
This listening technique involves paying close attention, asking clarifying questions, and repeating back what was said to ensure understanding and reassure the speaker
What is "active listening?"
the button you select to transfer
What is the "dual horizontal arrow icon"?
____ is the number of kids Carlos has
What is 2?
helps establish credibility and makes the member be more trusting
What is a "confident and reassuring"?
"When people feel they are being listened to and respected, they are more likely to engage openly, leading to better outcomes in both personal and professional contexts."
What is "active listening?"
Open ended questions does what
What is "to know how satisfied the member is"?
the way you end call after transferring
What is "hit Leave Transfer button"?
____ is the age of Jenns son
What is 18?
the CSR sounds engaged, proactive, can help speed up the problem-solving process and make members more willing to cooperate.
What is an "attentive and focused tone"?
This is the benefit of building rapport in professional settings, as it helps establish trust in your judgment, opinions, and advice.
What is "building credibility"?
A clear and friendly introduction, including your name, our company name and purpose of the call is
What is "building value strategies"?
pause code that should not be used
What is "submissions and payments"?
____ is Seans favorite sandwich
What is the McRib? haha