SOFT SKILL LEARNING

• Amazing that you were not able to set up a pin for your Childs card yet, no worry I'll set it up for you.

• I'm so sorry to hear that you were not able to set up the PIN for you Childs card yet, No worries, I'll help you in setting it up.

• What? Setting up a PIN is very easy. How come you didn't know?

Do you think the agent follow the correct example greeting for callback process?

• YES

• NO

How can you avoid dead Air?

• transfer to Tier 2

• Use hold & gather thoughts ​

• By singing

• Disconnect your customer

Is interpersonal skill hardwired to an individual’s personality.​

They characterize how you interact with other people. ​

(a)  

How will you response to this kind of concern? arrange the tab base on your response.

Reason of cancel: cannot pay the bill anymore.

• but let me get into your account so that I can check other option for you.

• May i know the reason why you want to cancel?

• It's sad to hear that you will be leaving greenlight.

• No worries I'll do my best to help you with this concern.

• I know how hard finances now a days

The ability to understand and feel what someone else is feeling.​

• Emphaty

• Recognize

• Acknowledge

• Response

​ (a)   It involves being totally focused on hearing the other words the customer is speaking, interpreting what this words mean, and responding in a positive manner that demonstrates?.

• Active Listening
• Acknowledging
• Responding

These are the "Ways to Improve Tone of Voice in Customer Service" Except one. Choose what don't belong to the group.

• Set a Positive Tone​

• Stay Calm 

• Don’t forget to set the right tone of voice. ​

• Show Understanding and Be Supportive​

• High Pitch

(a)   without placing blame​

  statements where we are assuming or unsure of an answer​

 and blame the something or someone.

• Take ownership
• Take responsibility
• take blaim
• Take criticism
• Take blaim

Using the word ' (a)   ' after expressing empathy negates empathy​