Overcoming Obstacles
You have an upset customer. You should choose to ignore their emotions and frustrations instead of adjusting to their communication style. True or False?
False. We should use the Assure and relate skill to build trust.
The Advisor expressed a willingness to help after the customer explained the issue and before providing instructions or taking steps to address the issue.
What is Assure
To obtain important information and find the most effective resolution for the customer, ask thoughtful questions.
What is Explore
A parent or guardian can speak on the child's behalf. The account holder has a ____ account
What is a Child account
It's traditional in Jeopardy to handle the situation as follows:
The system is down. You blame the system for being slow and avoid using Explore and Acknowledge skills while your customer is waiting.
What is no. We do not blame the system. We should use Explore and Acknowledge skills while waiting.
To make the interaction easy, natural, and personal, adjust your approach to match the customer's skill level and communication preferences.
What is Personalize
To prevent customer frustration, confusion, and uncertainty, explain what needs to happen and why.
What is Explain
Before using It's Me or gathering the support pin code. What question has to be asked?
What is "are you the account holder?"
It is important to use the ____ skill with hurried customers.
What is Assure
What is Personalize
What is Acknowledge
To provide a positive, efficient experience, speak positively about Apple and its partners and focus on what you can do.
What is Represent
To encourage the customer to learn and participate, provide clear, descriptive instructions.
What is Guide
After verifying one of the members of the Family Share account you tell them who else is in the family group.
What is breaking compliance
Before ending the call we should be sure to use what Here to Help skill to support the customer in the future.
What is Enrich
To express your understanding of how the situation affects the customer, show that you care about and want to understand the situation.
What is Relate
To inspire and empower the customer, provide related information about features, products, or services.
What is Enrich
When verifying a customer fails we can tell them they only got 2 out of 3 questions right.
What is False
When transferring to another department it is important to stay positive and speak positively about Apple and its partners. Focus on what you can do.
What is represent
To prevent confusion and validate the customer's viewpoint, confirm that you understand the situation as the customer described it
What is Acknowledge
These help you to connect with a customer and build rapport throughout an entire customer interaction.
What are the Here to Help Skills
What are the three words that have to be said for screen share purposes.
What is Recorded, Quality and Paused