Call Flow & Soft Skills

What do you do after Greeting the customer?

• Empathize

• Recap

• Offer Assurance of Help

• Verify Customer's Information

When the customer gives you the reason for the call, you _____?

• Offer Assurance of Help

• Greet the Customer

• Acknowledge

• Ask Probing Questions

What 3 things go together before asking Probing questions?

• Rapport, Offer Further Assistance and Closing

• Acknowledge, Empathize and Assurance of Help

• Probing Questions, Rapport and Closing

• Greeting, Verification and Recap

Name the technique used for Acknowledging the customer's inquiry.

• Paraphrasing

• Mocking

• Repeating

• Guessing

What are two characteristics of Empathy?

• Ignoring the customer's concern and Offering Assistance

• Criticizing customer's decisions and Sympathizing

• Perspective taking & Staying out of Judgement

• Saying "I'm sorry" and "at least"

What skill do you use to go from Customer Service to Sales?

• Recap

• Empathy

• Assurance of Help

• Rapport

What are the first and the last thing you should do when answering a call as a Customer Service Agent?

• Introduce yourself with your first name

• Ask How may I help you?

• Brand the call with the Client's Name

• Build Rapport & Empathize

What is the name of the process of asking Probing Questions and what are the two types of questions used?

• There is no need to ask questions

• Funneling / Open Ended -Close Ended Questions

• Questioning / Inquiring and Confirmation Questions

• Interrogation / Wh Questions

"I completely understand you're calling because you placed your order last week and it still hasn't been delivered, is that correct?", is an example of:

• Probing Questions

• Empathy

• Acknowledging

• Recap

Name 3 Customer Service skills you need to apply to create an "insanely great customer experience".

• Pseudo listening, interrupting the customer and Resolving the issue

• Speaking in Monotone, arguing with the customer and Closing the call

• Paraphrasing, Sympathizing and leaving Dead Air

• Acknowledging, Empathizing and Assurance of Help