WorksheetsUnderstanding the Member Perspective
Total questions: 15
Worksheet time: 8mins
What are ways to show effective listening?
Don’t make assumptions
Avoid distractions and take notes to help you stay focused
Pay close attention to the member to build rapport and pick up on details
All of the above
What does Paraphrasing mean?
Letting the member vent
Listening carefully to what a member says and restating in your own words
Interrupting the member to tell them what you heard
Saying the exact words the member has stated
Empathy involves ___________. (Check all that apply)
Taking perspective and avoiding judgement
Giving judgement and then guidance.
Recognizing emotion in others and communicating that you recognize their emotion
Not being apologetic or showing sympathy
Excellent customer service depends on your willingness to help our members solve their problems.
True
False
To show you are listening when replying to a member the best response is:
"We can’t do anything about that !"
"What you talking about Willis ?"
"I see what you mean."
"Well first off you did it WRONG!"
Members want to know that you are hearing and understanding their concerns.
True
False
To become a better listener you should _________
Work on concentration
Build Distrust
Work on wrapping up the previous call before responding to current member needs
Try to listen to the radio and the member at the same time
When you are paraphrasing, you should:
Interrupt the member
Always use different words not to be condescending
Use the exact words of the member in a condescending tone
Try mimicking the members voice when responding to the member
When determining the customers style it is important to:
recognize, understand, and adapt to the style of the person you are working with
disregard, show no concern, and only answer the question
assume, show disinterest, and adapt to the style of the person you are working with
When a customer is professional, how should you handle them?
Act like you don’t know the answer
Be clear, specific, and direct in your responses
Talk about things not related to the reason for the call
Be unclear, non specific, and indirect with your responses
When speaking with an emotional customer you should use statements like
" You need to calm down right now"
" I am a counselor on the side and would like to offer you some free service."
" I am so sorry for your loss" or " I understand these can be frustrating times."
" Wipe up those tears and then I can help you."
Chatty customers give very detailed descriptions and engage in small talk
True
False
You should NOT allow an angry customer to vent and express their feelings
True
False
You should always take the members anger personally.
True
False
"Can I have the best number to reach at in the future? " is an example of what ?
TPPD Act
PMP Act
TCPA
TCBA
