Intro to General Mills
This part of training helps agents practice real customer scenarios before going live.
Role Plays
Customer Experience is proactive, while Customer Service is this.
Reactive
This is the part of the call where the agent introduces themselves and the brand within the first 10 seconds.
Greeting / Call Opening
This is the two-letter abbreviation for California.
CA
This General Mills cereal brand is famous for its heart-healthy message and “O”-shaped pieces.
Cheerios
This tool is used to document customer interactions and cases.
Salesforce
This technique focuses on what you CAN do instead of what you can’t.
Positive Positioning
This type of question helps gather detailed information and cannot be answered with just “yes” or “no.”
Open-ended probing questions
This is the correct abbreviation for Texas.
TX
This baking brand is known for cake mixes, frosting, and the iconic red spoon logo.
Betty Crocker
This part of training teaches the correct order of handling a customer interaction.
Call Flow
Saying “I can see why that would be frustrating” is an example of this consumer experience skill.
Acknowledging emotion/ Acknowledgement
During this step, agents must ask permission before placing the consumer on hold.
Hold Procedure
This U.S. state uses the abbreviation WA and is in the Pacific Time Zone.
Washington
This General Mills snack brand is commonly associated with granola bars and outdoor energy.
Nature Valley
This global food company is headquartered in Golden Valley, Minnesota and owns many well-known food brands.
General Mills
Staying calm and not reacting defensively when a customer is upset demonstrates this principle.
Not taking it personally
This skill minimizes dead air and improves trust when a consumer must be placed on hold.
Building Rapport
This state uses the abbreviation IN and observes Eastern Time, but some counties follow Central Time.
Indiana
This General Mills brand is known for Mexican-style meal kits like taco shells and seasoning mixes.
Old El Paso
General Mills Consumer Care supports consumers primarily in these two countries.
United States and Canada
Combining acknowledgment, empathy, rapport, and positive positioning leads to success in this overall goal.
Excellent Customer Experience
This call flow step requires entering the product, UPC, date code, and store of purchase.
Complete Case Details
This U.S. state uses the abbreviation ND and is split between Central and Mountain Time Zones.
North Dakota
This General Mills brand focuses on organic and natural foods, including mac and cheese and snacks.
Annie’s