Customer Service Skills
A skill that can be taught, learned, or perfected over time.
When a customer wants to file a complaint with a manager or supervisor, and the CSR has tried all avenues to resolution unsuccessfully.
What is an escalation?
The fist step in building a positive emotional connection with the customer.
What is a Strong Introduction?
Perceptions and feelings a customer creates through interactions with an organization over the duration of their relationship.
What is Customer Experience?
The full title of QA & BPC.
What is Quality Assurance and Business Process Controls?
Interpersonal skills that are linked to one's character.
What are soft skills.
The reason an escalation should be treated as more than just a complaint.
What is strengthening the customer's relationship with the company?
You've answered all of the caller's questions, you've found them a solution, you've taken ownership of their concern, and you've anticipated all of the caller's future needs.
What is an Effective Resolution?
A great call experience is measured by how the customer sees their own experience, and a customer views each experience through these three lenses.
What is Effort, Emotion, and Effectiveness or The Three E's?
Ensuring every caller has a direct, official relationship to the policy, in order to protect the company, client, and customer.
What is Verification?
Accounting, computer programming, and technical writing.
What are examples of hard skills?
An escalation management tactic used to keep the conversation moving forward.
What is ARM.
Using a strong and sincere tone, providing the summary of a call, and thanking the customer for calling.
What are elements of a strong closing?
The definition of Effort, from the Three E's.
What is the difficulty or the ease in which a customer can accomplish their goal?
Insured's full name, insured's date of birth, insured's full address, or insured's social security number.
What are examples of identification required for verification?
Taking personal responsibility of a call, while focusing on what you can do and being empathetic to the customer and their perspective.
What is an attitude of customer ownership or taking ownership of the call?
"I can understand how this situation is frustrating for you, and I can assure you that I will help you today."
What is an example of acknowledging a customer's concern?
Actively listening, probing, clarifying, and expressing empathy and compassion with sincerity.
What are elements of the Understanding phase of the call?
How the interaction makes the customer feel.
What is Emotion?
Assessing calls against procedures, standards, and best practices to evaluate the call experience.
What is Quality Assurance's team objective.
Being genuine and showing that you care, listening more and talking less, and making every customer feel like they are your first call of the day.
What is building a positive emotional connection with the customer.
"We’ll resolve this, I’m listening, You have my full support, let’s do this together, take all the time that you need."
What are words or phrases of calm.
Strong Introduction, Understanding, Effective Resolution, and Strong Close.
What are the elements of the Call Flow?
The degree to which the customer can accomplish their goals.
What is Effectiveness?
Greeting, positive/friendly tone of voice, active listening, respect, flexible solutions, hold etiquette, survey announcement.
What are attributes on which QA assesses calls?