Soft skill.

Select the best definition for the next phone call tips. - Facial Gestures and Body Language:

• Pretend that the guest is looking at you, act with rudeness and use a lot of physical gestures.

• Your voice, your facial gesture, your body language–all of these are working together

  When you greet them, smile. When you apologize, show it in your facial gesture.

• Always smile during the call even if you sound like robotic or rude representative, le guest will notice that you are smiling.

• Keep a really good posture and a good-looking face during your turn of work

Select the best definition for the next phone call tips. - Checking for Understanding and Pausing:

• Be sure that you are speaking with a pause each 3 min during the call

• Pause and check for understanding while you’re speaking.

• Validate if the guest received the info by stating "do you understand me"

  once the info is delivered.

• Pause and check for understanding while you’re speaking.

Select the best definition for the next phone call tips. - Rhythm, Cadence, and Volume:

• Speak at a steady pace with a clear and confident voice.

• Speak as fast as possible to be sure you will keep the AHT at target

• Use all your talents available when deliver attention to the guest (singing and dance)

• Speak with Rhythm so all your speech will be received in a better way

elect the best definition for the next phone call tips. - Be Natural and Personable:

• Going through the motions of a script line-by-line

• Created specific scripts applicable to all the guest

• Speaking to customers in a natural, calm, and personable manner, the same way you would with a friend in a coffee shop

• Being always natural even if have go over the guidelines, the guest will appreciate your unique touch

- What is the most important tool you have

in customer service

• Place the guest on hold to research support

• The notes where you write reminders and tips

• Your voice and the way how you use it.

• Your supervisor with the tool box

Which of the next options defines some of the suggested components of the empathy

• - Paraphrase the guest requirements

  - Do not argue with the guest

  - Bread and prepare yourself for the call

• - Clear communication

  - Active listening

  - Ownership

  - Self control.

• - Mind control

  - Empathy

  -Be polite

  - provide refunds

• - Don't take it personal

  - Speak being polite and kind

  - Deliver fast attention